Incident Manager

Clearance:  Active CBP clearance (or ability to obtain), active Top Secret strongly desired

Location: Springfield, VA

Job Description:  Dev Technology Group is recruiting for a Incident Manager who will be responsible for hiring and leading a team of 10-14 team members responsible for the continuous monitoring (24x7x365) of multiple DHS applications and responding to alerts and potential issues.  This work includes leveraging various automated and manual performance reporting monitors to determine the severity of the issue, timely reporting of events and performance statistics, contacting the group responsible for the application and providing a recommendation for a resolution of the incident. The team will be responsible for researching issues to assist in determining the pattern of the issue and will be able to report the historical account of the problem and corrective actions were taken.  A detailed record of all incidents and their resolutions shall be tracked for future evaluation and trending purposes. The selected candidate will interact and collaborate with a variety of personnel.

Responsibilities: 

  • Assist with the recruiting, interviewing, and hiring of the members of the incident monitoring team
  • Establish team concept of operations and implementing processes and procedures to ensure successful operations
  • Develop and maintain a clear set of criteria for problem identification and tracking
    • Define the types of incidents that are recorded
    • Provide guidance to the development teams on procedures for reporting an incident
    • Includes metrics which must be captured
  • Oversee the problem management process, which includes:
    • Identify needed resources for troubleshooting
    • Establish and facilitate bridge call to coordinate troubleshooting activities
    • Review available data to suggest possible issues or solutions
    • Drive activities until production has been restored
  • Oversee the team responsible for providing monitoring and operations support to internal and external departments
    • Monitor applications and ensure that required Service Level Agreements (SLAs) are met
    • Notify internal and external departments of performance issues and trends
    • Support maintenance and monthly outages
    • Review and assign incidents/tickets to appropriate parties
    • Provide guidance to project teams to assess thresholds needs on the application, network, and infrastructure
  • Incorporate monitoring of any new applications or systems
    • Review and suggest monitoring tools as needed
    • Monitor and support the Testing, Education, and Production environments
  • Facilitate and collaborate with various groups at weekly meeting and as needed
    • Performance issues
    • Scheduled server maintenance
    • Root Cause Analyst (RCA) and follow up both internal and external
    • Provide updated reports for monthly PMR presentation and review
  • Provide documentation and presentation support as needed
  • Other duties as required

Required and Preferred Skills and Experience:

  • Minimum 5 years of experience supporting an IT system through troubleshooting, applications maintenance, and network operations
  • At least 2 years of experience leading IT resources
  • Experience with automated monitoring tools (ie: Auto Ops) preferred
  • ITIL experience or certification preferred
  • Experience with US Government systems preferred

 Education/Certifications: Associate’s Degree

Apply: Please send your resume and a cover letter with your salary requirements and clearance information to recruiting@devtechnology.com.

*Dev Technology Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Dev Technology complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.