Incident Manager

Incident Manager

Location:

MACDILL AFB, FL, US

Schedule:

Full‑time

Shift: Day Job
Travel:
Yes, 10% of the time
Minimum

Clearance Required:

TS/SCI
Potential for Remote Work:
No

SAIC is hiring for an Incident Manager to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 EOM. The role is located at Mac Dill AFB in Florida and focuses on maintaining Network Operations (Net Ops), systems and network infrastructure, end‑user and common device support, configuration, change, license, and asset management, as well as training and Install, Move, Add, Change (IMAC) services.

The responsibilities and tasks associated with this position play a pivotal role in supporting USSOCOM, the CIO/J6 organization, and end‑users worldwide 24x7x365.

• Manage the lifecycle of IT incidents, from detection to resolution, ensuring efficient service restoration and minimal disruptions.
• Monitor systems to detect disruptions, prioritize incidents, and coordinate response teams for timely resolution.
• Communicate updates to stakeholders, elevate critical incidents, and maintain transparency throughout the process.
• Identify root causes, analyze data, and implement strategies to prevent future incidents and improve system reliability.
• Maintain detailed records of incident activities and share reports with insights, trend analyses, and recommendations.
• Drive process improvements, modernize tools, and document plans to mitigate recurring issues and enhance efficiency.
• Process and manage Authorized Service Interruptions (ASIs) for the SOF Information Enterprise (SIE) as required.
• Ensure incident reports include adequate notes for later review and analysis.
• Ensure follow‑up change tickets are submitted and scheduled as appropriate.
• Facilitate collaboration among technical resources, ensuring follow‑up actions like change tickets, and continuously refine the incident management process.

• DoD TS/SCI clearance is required.
• Remedy experience required.
• Strong written and verbal skills.
• Strong attention to detail.
• Must be able to work nights, weekends, and holidays.

• ITIL 3 or 4 foundations certification.
• Riverbed experience.
• Service Now experience.
• ASI experience.

SAIC is a premier technology integrator providing full life‑cycle services and solutions within the federal government. SAIC's approximately 15,000 employees are driven by integrity and mission focus to deliver systems engineering and integration offerings for large, complex projects. For more information, visit