Incident Manager Security Clearance

Position: Incident Manager with Security Clearance
Koniag IT Systems, LLC a Koniag Government Services company, is seeking an Incident Manager to support KITS and our government customer Washington, DC. The position is hybrid, requires 3 days onsite. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Incident Manager to support a comprehensive enterprise IT operations and support engagement for a federal customer. This role serves as the primary owner of the enterprise incident management lifecycle, ensuring rapid detection, triage, escalation, resolution, and post-incident review of IT incidents across a geographically distributed, 24x7 hybrid on-premises and cloud environment spanning AWS commercial and Gov Cloud, Microsoft 365, Azure Government, and enterprise network and application platforms.

The Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the enterprise NOC, multi-tier Service Desk, network engineering, infrastructure, and platform operations teams to ensure that all incidents are managed to resolution within established service level objectives. This individual plays a central role in driving service restoration, minimizing business impact, and contributing to the program's continual service improvement objectives through trend analysis, problem identification, and post-incident learning activities.

The ideal candidate is a detail-oriented and operationally experienced ITSM professional with a strong background in enterprise incident management, ITIL-based service management practices, and federal IT operations environments. This individual must thrive in a fast-paced, high-accountability 24x7 operational setting and possess the ability to coordinate effectively across diverse technical teams and Government stakeholders under time-critical conditions. This position requires the ability to obtain and maintain an SBA background investigation, HSPD-12 PIV credentials, and applicable IT access authorizations prior to performing work.

This position may be primarily performed at SBA Headquarters and/or approved remote/telework locations. The Incident Manager is responsible for owning and managing the end-to-end enterprise incident management lifecycle in accordance with ITIL 4 best practices and SBA OCIO service management requirements. This individual ensures that all incidents-from Tier 1 Service Desk tickets through Priority 1 critical enterprise outages-are accurately classified, prioritized, assigned, escalated, and resolved within established service level agreements (SLAs).

The Incident Manager serves as the central coordination hub during major incidents, driving technical bridge calls, managing stakeholder communications, and ensuring timely service restoration. This role also contributes to problem management, change management support, knowledge management, and continual service improvement activities. Principal responsibilities will include but are not limited to:
Incident Lifecycle Management:
* Own and manage the full enterprise incident management lifecycle from initial detection and logging through triage, categorization, prioritization, assignment, escalation, resolution, and formal closure in the Government's ITSM platform.
* Ensure all incidents are accurately classified by priority (P1-P4) in accordance with established impact and urgency criteria, and that appropriate response and resolution timelines are applied and monitored in real time.
* Monitor the active incident queue continuously, identifying aging incidents, escalation triggers, SLA breach risks, and stalled assignments, and taking proactive action to ensure forward progress on all open incidents.
* Coordinate and drive the timely assignment of incidents to the appropriate Tier 1, Tier 2, Tier 3, or Tier 4 technical resources based on incident…