Job Information
Systems Engineering Solutions Corporation ITSM Incident and Problem Manager in United States
This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and currently has an opening for a Network Engineer. SES is seeking a ITSM Incident and Problem Manager supporting AWS, Azure, GCP, and Oracle Clouds. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.
Location: This position will be remote.
Requirements
Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs
Provide command and control of Major Incidents, chairing technical bridge calls, coordinating SMEs and directing resolution activities
Maintain accurate, high-quality incident records, outage documentation and communications to support availability reporting and stakeholder awareness
Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds and preventative actions
Drive trend analysis and produce high-quality reports with insights and recommendations for technical and executive audiences
Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-aligned processes
Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational resilience
Technical Leadership
Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments
Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and Knowledge Management
Ability to operate effectively under pressure, managing competing priorities while maintaining clear, high-quality communication
Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership
Demonstrated ability to champion, develop and uplift ITIL process maturity, including training and coaching operational teams
Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors; ITIL v4 certification, ITSM tools (e.g. ServiceNow, JIRA) and Defence or secure environment experience highly regarded
Required Skills:
Bachelor's and eight (8) years or more of experience; Master's and six (6) years or more of experience. Additional experience may be accepted in lieu of degree.
Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
US citizenship required
Certifications: CompTIA Security+ or equivalent (IAT-2)
Preferred Qualifications
Experience with USAF Cloud One or Platform 1
Experience with Knowledge Management
ITIL Certification
Benefits
SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance