CACI International Operations Incident Manager in Chantilly, Virginia

Job Description

CACI is seeking an Operations Incident Manager.

What You'll Get to Do:

  • The Operations Incident Manager will be responsible for going through all Remedy help desk tickets for the MSC Operations team and distributing them to the appropriate Tier 2 team

  • The manager will update Remedy and get updates from Tier 2 on the status of the ticket until completion

  • Responsible for collection of incident information through customer conversation, and self-service support tools.

  • Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.

  • Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.

  • Communicates promptly on progress.

  • Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.

  • Executes against established Service Level Agreements (SLA).

  • Documents resolutions and updates self-help and staff knowledge bases.

  • Alerts management to recurring problems and patterns of problems.

  • Provide statistics for the weekly Service Desk report on call trends. activities.

  • Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of help desk engineers to the management team

You’ll Bring These Qualifications:

  • BS degree in Computer Science, Information Technology, or equivalent proven experience

  • Proven successful work experience as a IT Support Desk (minimum of 3 years)

  • Experience using Remedy

  • Solid technical background with the ability to provide clear and concise direction to the team

  • Active Secret Clearance

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives

  • We offer competitive benefits and learning and development opportunities

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success

Job Location

US-Chantilly-VA-VIRGINIA SUBURBAN

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.