IT Service Incident Manager/CAB Facilitator

Title:
IT Service Incident Manager/CAB Facilitator

KBR is looking for an IT Service Incident Manager/CAB Facilitator to support the GSMO III contract at Goddard SFC in Greenbelt, MD. This position will be a Task Master (Incident Manager) that can escalate (or facilitate the escalation) of issues into major incidents and shift them to problems if need be and be a Change Advisory Board Facilitator.

Responsibilities:

• Communication of incidents to customers in a clear and meaningful way
• Create and track an action plan for issue remediation during Incident troubleshooting
• Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes, in sync with the engineering team
• Drive continuous service improvements, identifying changes in the support processes and change the Incident Management process accordingly
• Provide on-call support for incident escalations
• Manage major incidents from identification to service restoration and closure
• Lead professional communication on major incidents to internal & external customers during an unscheduled outage
• Coordination between multiple teams from IT infrastructure to application management, and engineering for effective resolution
• Run major incident 'post-mortem' RCCA sessions after service restoration to ensure avoidance of repeat incidents
• Drive the root cause analysis and produce the RCA documentation within SLA
• Provide periodic SLA metrics reporting for systems availability and incident response time
• Facilitate a weekly CAB for normal and emergency update/changes, for planning and communicating scheduled changes calendar across the SSMO program and deconflicting between Ground systems, Missions, Facilities, and all other support groups
• Prepare and ensure delivery of weekly Pre-CAB reporting prior to the weekly CAB to ensure teams have change schedules ready to review at weekly CAB, and verify all workflow requirements have been met before CAB discussion (implementation plans, peer review, etc)

Required Education, Experience, & Skills:

• Undergraduate degree
• 7+ years of experience
• In lieu of formal education 15 + years of experience
• Understanding of production IT Environment and IT Operations
• Information Systems, Change Management and Enablement, or another related field; Incident, problem, or change workflow automation tool experience
• ITIL Standard for Change and Incident Management practices (Certified ITIL (Foundation) V4 -Preferred)
• Experience in the use of the methods and tools used for risk assessment and mitigation of risks
• Strong interpersonal and teamwork skills
• Ability to build and manage relationships in a matrixed environment

In compliance with the U.S. federal government's vaccine mandate, only candidates who are fully vaccinated for COVID-19 or have a reasonable accommodation or approved medical exception will be considered for this position.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.