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Major Incident Manager

NetImpact Strategies, Inc.

NetImpact Strategies, Inc.

IT · Full-time
Posted on Wednesday, September 14, 2022

NetImpact Strategies is seeking a Major Incident Manager to join our talent IT team for a new engagement with a Federal Agency. This person

will be reponsible for the management of the incident and problem management processes across all T&I support tiers. Responsible for the overall effectiveness for T&I’s incident management process and the flow of tickets between all T&I teams. Investigates and analyzes incidents for patterns, trends and root cause. Provides assessment for identification of root cause and problem sources. Coordinates meetings between T&I support teams to ensure problem resolution. Responsible for the management and execution of the Major Incident Management (MIM) process and leads the MIM process across T&I. Produces management level information including key performance indicators and reports.

Responsibilities include, but are not limited to:

  • Management and maintenance of the Major Incident Management (MIM) process, including incident management, problem management, MIM ticket closure, root cause, trending, knowledge management
  • Driving efficiency and effectiveness of the MIM process for T&I
  • Documenting, tracking, and monitoring problems arising across all IT systems and services. Reviews and analyzes report data to identify root cause (recent changes or maintenance) and reviews patterns for automating request for services in the self-service portal catalog
  • Producing management information, including KPIs and reports, and performing trend analysis across all T&I
  • Tracking incidents across all queue owners and monitor for closure / coordinate activities between multiple support groups to ensure T&I incidents are resolved
  • Ensuring efficient flow of tickets between all Queue owners
  • Ensuring that the MIM process is followed and act as the main point of contact for major incidents and
  • Assessing and reporting on areas across all T&I where Priority 1 through Priority 4 Incident service level target have not been met


  • Minimum five (5) years of experience of incident and problem management support
  • Demonstrated excellence in performing Incident and Problem Management for organizations of similar size and scope as described in the PWS
  • Significant experience managing, troubleshooting and resolving Incidents for Organizations of similar size and scope as described in the PWS
  • Technical experience analyzing incidents and performing root cause analysis to identify problems and associated corrective actions
  • Demonstrated ability for oral and written communication with the highest levels of management and
  • ITIL Foundation certification V4
  • US Citizenship and the ability to obtain a Public Trust clearance
NetImpact Strategies, Inc. is an equal opportunity employer.