Critical Incident Response Team Lead #3189

Careers

  • US-MS-Hancock County
  • Information Technology
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Company Overview

GovCIO is a team of transformers–people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

Responsibilities

Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors. Provides personal computer, hardware, and software support. Installs, services, and repairs personal computers and installs attendant software. Connects personal computers and terminals to existing data networks. Maintains network diagrams and circuit records. Maintains trouble logs. Instructs users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Performs basic PC, PBX, and network software programming.

1. Confers with staff, users, and management to establish requirements for new systems or modifications.
2. Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
3. Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location.
4. Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.
5. Develops training materials and procedures, and/or trains users in the proper use of hardware and software.

 

Job Summary:

The Critical Incident Response Team (CIRT) Leader supervises and trains a team of CIRT technicians to facilitate the resolution of USCIS’ critical issues that affect multiple systems and/or sites.  The CIRT Leader works collaboratively with the Enterprise Operations Center (EOC), the Network Operations Center (NOC), and the Security Operations Center (SOC) located at Stennis to resolve critical incidents. The following are principal duties of the CIRT Leader:

Additional Responsibilities:

  • Organize and train CIRT technicians.
    • Ensure technicians are trained in troubleshooting techniques.
    • Manage resources to ensure necessary team support.
    • Evaluate technician performance.
  • Monitor operations and respond to incidents as necessary.
    • Attend status meetings, track metrics.
    • Be available 24/7 to support problem resolution.
  • Proactively work to ensure resolution of critical issues as rapidly as possible.
  • Develop coordination procedures to ensure an efficient hand-off between the separate Major Incident Management and Problem Management Contractor and Government staff.
  • Monitor Automated Call Distribution (ACD), Incidents, Service Requests and queues to immediately identify a Critical/High priority incident or to identify other issues impacting services to USCIS users.
  • Ensure the CIRT SOP is updated, maintained, and implemented within the Government’s response and communication timeline.
  • Ensure that all Critical and High priority Incidents (aka, Major Incidents) are communicated to appropriate Government points of contact and customers using government provided tools, communication methods and format.
  • Ensure that reports and updates are completed in a timely fashion and meet government requirements.
  • Update outage documentation. Ensure that pertinent information required for effective Problem Management is recorded in the After-Action Reports during and after the troubleshooting conference bridge calls are conducted and completed.
  • Ensure DHS Enterprise Operations Center (EOC) escalations and reporting procedures are implemented and followed.
  • Provide accurate reporting and statistics, using Government supplied template, on all incidents and service requests.
  • Perform weekly/monthly trend analysis for recurring incidents for escalation to problem management, as process improvement endeavors, and for use in customer training efforts.
  • Relate/link Incidents records, Change records and Problem records as needed based on duplicate of, related to, caused by and/or corrected by criteria.
  • Provide trend analysis on all AQLs monthly (Government will provide template).
  • Ensure incident control processes are in place for the analysis of detailed historical data for accurate problem identification.
  • Ensure compliance with AQLs for automated registration of incidents with accurate classification and details for successful problem management.
  • Coordinate with other USCIS divisions or supporting groups/contracts to provide a workaround or resolution for critical incidents.
  • Provide most probable cause(s) for occurrence of outages, both major and recurrent. Incidents are to be communicated to the Problem Management Team and Government staff for further analysis and root cause determination.
  • Monitors and provide administrative support for service restoration of major incidents as defined by knowledge management articles.

 

Qualifications:

Bachelor’s with 2-5 years (or commensurate experience)

 

Required Skills and Experience:

  • US Citizen
  • Strong understanding of OSI model architecture and TC/IP protocol

 Preferred Skills and Experience:

  • ITIL Foundation certification
  • Experience with ServiceNow incident management
  • Solarwinds administrator experience
  • CISCO CCENT certification

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COVID Policy: New employees will be required to adhere to the Company’s and its clients’ COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client’s COVID-19 requirements.

GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.

We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status. EOE AA M/F/Vet/Disabled

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