Incident Support Manager - Highlight Technologies

Highlight is looking for an Incident Response Manager to play a crucial role in managing incidents, ensuring smooth operations, and continuously improve the incident management process to meet customer expectations and maintain a high level of service quality in a 24/7/365 environment.

• Provide Incident Management services to meet defined performance standards and Service Level Agreements.
• Resolve complex technical problems affecting various devices and software.
• Manage incidents and service request tickets, ensuring timely resolution and adherence to defined service agreements.
• Document and implement end-users' notifications for outages, mandates, and maintenance.
• Coordinate with the Security group on processes and policies for sustainable network/devices.
• Establish and maintain Technology Reference Model (TRM).
• Provide continuous telephone support for incident escalations.
• Collect and report relevant statistics to the Government.
• Analyze incident trends and propose proactive approaches to limit future outages.
• Collaborate with the customer Incident Manager for regular incident reviews and evaluations.
• Ensure compliance with the Incident Management Process and established service agreements.
• Regularly report the status of outstanding incidents and metrics to the cutomer Incident Manager.
• Support the development of the ServiceNow Roadmap
• Develop and maintain governance and architectural standards and processes
• Perform daily maintenance and issue resolution
• Coordinate daily ServiceNow ticket requests
• Support implemented and proposed solutions on the ServiceNow platform
• Attend meetings with managers and SMEs regarding process plans, functionality, and business processes
• Perform and assist with any other functions as required by the manager, including special projects
• Support the development team to implement and enhance core applications including, but not limited to, Incident Management, Problem Management, Knowledge and Change Management, Service Catalog, Service Portal

Technology Refresh Support Responsibilities:

1. Information Gathering:
   • Gather targeted Technology Refresh Support information as part of ongoing service delivery.
2. Analysis and Recommendation:
   • Analyze the environment and provide recommendations for end-user computer refresh on a monthly basis.
   • Include these recommendations in the monthly PMR (Project Management Review) briefing presentation.
3. Service Request Initiation:
   • Upon approval from the Government, initiate service request (device request) tickets to begin the deployment task for the recommended devices.
4. Utilize Government Tools:
   • Leverage Government provided tools, such as IT Asset Management and IT Service Management, to facilitate efficient service delivery.
5. Process Improvement:
   • Regularly review the existing service delivery process and suggest improvements and automation of tasks.

• Public Trust eligible
• U.S. Citizenship required
• Bachelor's Degree from an accredited college or university required; an additional four years of related work experience can substitute for a degree.
• Certifications: ITIL4 - IT Infrastructure library, Incident Management.
• Prior IT project team experience: 5-7 years.
• Prior project management experience as a lead PM: 3-5 years.
• Experience in troubleshooting network infrastructure.
• Experience in a 24x7 call center environment. 
• Must have ServiceNow experience.
• Experience in problem-solving and strong organizational skills.
• Experience in team motivation and delegation.
• Excellent communication and presentation skills to effectively communicate information to customers and to all levels within the organization.
• Manager/Lead to document duties for each group Tier 1 – 3.
• Providing a strategic plan when Tier 1 is overwhelmed by call volume.
• Documenting and Implementing Escalation Processes and Procedures.
• Coordinating with the Security group on processes and policies for sustainable network/devices.
• Establish and maintain Technology Reference Model (TRM).
• Ticket Management Lifecycle.
• Project Collaboration: Collaborate with customer business process automation project sprints, ensuring alignment with the Incident Management process. Provide expertise and insight during approved pilots, user acceptance testing, and production deployments of automated business automation processes that intersect with this PWS.
• Continuous Improvement and Innovation: Proactively identify areas for improvement in the Incident Management process. Innovate and propose enhancements in documentation, processes, and tools to optimize incident handling and resolution, thus contributing to a more efficient and effective Incident Management process.

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. 

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com  Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

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