What are the responsibilities and job description for the 25-6033: Incident & Problem (I&P) Manager - DC Metro position at Navitas Business Consulting, Inc.?
Incident & Problem (I&P) Manager
Job ID: 25-6033
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro
Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.
What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.
What You’ll Do:
The Incident & Problem (I&P) Manager is responsible for overseeing incident, request fulfillment, and problem management services, ensuring timely resolution and continual service improvements across the enterprise. This role ensures alignment with organizational requirements and customer expectations through effective process management, stakeholder collaboration, and delivery of quality service improvements.
Responsibilities will include but are not limited to:
Job ID: 25-6033
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro
Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.
What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.
What You’ll Do:
The Incident & Problem (I&P) Manager is responsible for overseeing incident, request fulfillment, and problem management services, ensuring timely resolution and continual service improvements across the enterprise. This role ensures alignment with organizational requirements and customer expectations through effective process management, stakeholder collaboration, and delivery of quality service improvements.
Responsibilities will include but are not limited to:
- Manage incident, request fulfillment, and problem services in line with enterprise and contractual requirements.
- Drive continual process improvements in managed services to enhance operational efficiency.
- Collaborate with stakeholders to ensure compliance with RFQ requirements and customer expectations.
- Provide technical and process leadership for incident and problem resolution.
- Implement ITIL-aligned processes for effective service delivery and improvement.
- Ensure service performance metrics are monitored, tracked, and reported accurately.
- Support integration of incident and problem management processes with enterprise systems.
- Experience managing incident, request fulfillment, and problem services, and delivering process improvements in managed services
- ITIL Certification
- Microsoft (MS) Associate Certification or higher
- Certified Change Management Professional (CCMP)