Incident Manager

Job Description

BAE Systems, a top ten prime contractor to the U.S. Department of Defense, enables the U.S. government to transform data into intelligence and provides engineering, integration and sustainment support for critical military platforms and systems. Intelligence & Security provides services and products to the Department of War, the intelligence community, federal law enforcement officials, and troops deployed around the world. At BAE Systems, we promote a strong, collaborative culture and provide our employees with the tools, skills and training they need to succeed.
We are looking for an Incident Manager to support an IC program delivering network support to the customer’s various wide area networks (WANs) and local area networks (LANs). This position will provide support to an enterprise level infrastructure across multiple classifications.

The Incident Manager responsibilities will include:

• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure.
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
• Facilitating and coordinating technical meetings.
• Facilitating postmortem investigations into high impact results.
• Providing governance for root cause analysis between technical teams.
• Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
• Create and submit knowledge articles.
• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
• Assign Incidents to appropriate Tier 2 Support Group.
• Keep Incident tickets updated with a current status at agreed intervals.
• Document troubleshooting steps and service restoration details.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Verify resolution with users and resolve Incidents in ITSM tool.
• Escalate Major Incidents to the appropriate T2/3 Support Groups.
• Point of contact for all Major Incidents.
• Owns all Incidents throughout the lifecycle.

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Required Education, Experience, & Skills

• Must have 10 years of experience that can be a combination of work history and education.
• Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
• Working knowledge of Service Now or similar IT Service Management (ITSM) products.
• Intermediate-level knowledge of MS Office products Word, Excel, PowerPoint, and Visio.
• Ability to represent the team and deliver status reports to internal and external leadership.
• Excellent organizational and follow through skills.
• Strong communication (written and verbal) skills.
• Detail oriented with problem-solving skills.

Pay Information
Full-Time Salary Range: $132962 - $226035

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.


About BAE Systems Intelligence & Security
BAE Systems, Inc. is a defense, aerospace, and security company headquartered in Falls Church, Virginia, with more than 40,000 employees worldwide. We serve, supply, and protect those who protect us. As one of the most geographically diverse international defense companies, we deliver a full range of products and services spanning air, land, maritime, space, and cyber, including advanced electronics, intelligence solutions, and dedicated customer support.

Our culture is performance-driven and values-led, built on curiosity, creativity, and collaboration. Purpose isn't a tagline here. It's what drives us. We're developing breakthrough technologies that defend national security and make a lasting impact on our communities and our planet. When you join BAE Systems, you're not just building a career. You're contributing to a mission that truly matters.

This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.

Salary : $132,962 - $226,035