Network Incident Management Quality Assurance Lead

Job ID312474

Job Title:

Network Incident Management Quality Assurance Lead Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type:
Regular Percentage of

Travel Required:

Up to 10%
Type of Travel:
Local*
*
* The Opportunity:

We are seeking an experienced and detail-oriented ITIL Network Incident Management Quality Assurance Lead to ensure the highest standards of quality in our IT network incident management processes. The ideal candidate will develop and implement quality assurance processes aligned with ITIL best practices, focusing on the effective handling and resolution of IT incidents to minimize service disruptions and maintain optimal IT service delivery.

Responsibilities:

Manages and mentors the network incident management QA team Identifies and tracks program risks and action items to closure, and assess risk and cost of changes

Establishes and maintains a close working relationship with other areas, service providers, customers, and technical staff

Delivers briefings and training as required to leadership, individuals or teams across the program to ensure common understanding to meet objectives

Ensures senior management are always informed of appropriate activities and issues (early and frequently)
Ensures compliance with process-specific standards and policies, and stays abreast of process changes

Develop and utilize Service Now dashboards, tools, and techniques to report the status of the process as needed

Support measurement and reporting for weekly and monthly meetings and as required

Identify areas for improvement in practices and recommend solutions

Manages end-to-end projects that follow procedures, work instructions, and templates to support process execution

Develops and maintains relevant and appropriate project management documentation and artifacts (i.e. project schedules, briefings, reports, etc.)Leads efforts ensuring high performance and quality are consistent

Develop and maintain customer required and identify and recommend changes or additions to quality metrics and KPIsEstablish goals and objectives for the team(s), running day-to-day operations for the assigned projects

Raises issues, questions and concerns;
Validates results, reports discrepancies, and follows through to ensure that all issues are resolved

Monitor and analyze incident metric data to identify trends and potential issues

Collaborate with network operations, engineering, and support teams to implement improvements

Develop and implement quality assurance strategies and processes for capacity management initiatives

Create and present regular reports on network availability and quality metrics to stakeholder

Qualifications:

TS/SCI with poly required

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
10+ years of experience in network operations, quality assurance, or related roles

Good working knowledge of the Service Management workflows and ITSM processesITIL V3 or 4 certification and training

Experience with Network Incident Management processes and practices

Hands-on experience with incident management tools (e.g., Service Now, Remedy).Strong understanding of network technologies and capacity management principles

Proficiency in QA methodologies, tools, and best practices

Excellent analytical and problem-solving skills

Strong communication and interpersonal skills

Ability to work in a fast-paced, dynamic environment

Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN)

Experience with network monitoring and performance management tools

Desired:

Experience in a leadership or mentoring role Advanced ITIL certifications or training

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy…