Tier II Incident & Problem Management Analyst – Government

AT&T

Tier II Incident & Problem Management Analyst supporting the Defense Information Systems Agency. Handling escalated tickets and ensuring compliance and incident management excellence.

Posted 5/8/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $79,600 - $92,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Support the Program Manager in execution of contractual compliance
Provide 24x7x365 Tier II support to handle escalated tickets (network issues, complex user access problems, system errors)
Use their deeper expertise to resolve issues and close tickets with thorough documentation
Ensure any outages or security incidents are reported to leadership within 60 minutes; coordinate with Tier I to verify alerts and trigger the formal incident response process
Perform root cause analysis for recurring incidents or major problems
Identify patterns in incidents using analytics from DISA Information Technology Service Management (ITSM) or monitoring tools to prevent future disruptions
Oversee planned service outages or changes (Authorized Service Interruptions)
Schedule and announce maintenance, manage ITSM change records, and ensure users/Mission Partners are informed at least 21 days ahead
Lead creation of detailed root cause analysis reports for outages and major incidents (downtime > 1 hour), including corrective action plans and service improvements
Act as the central point-of-contact for Mission Partner service desks and other external support teams; handle escalation communications and ensure alignment in incident response across organizations
Monitor subscriber license usage and track allocations per organization/tier; support monthly reconciliation and capacity planning to ensure license availability and compliance with usage caps
Recommend and implement enhancements to monitoring, knowledge articles, and troubleshooting guides
Mentor Tier I staff by providing feedback on escalated cases and additional training where patterns of escalation are observed

Requirements

What you’ll need

Experience supporting DoD or DISA IT service programs
One or more of the following DODD 8150/8140 certifications: A+, Network+
Familiarity with ITIL Problem Management processes, root cause analysis methodologies, and creation of post-incident reports
Ability to use scripts or tools to analyze logs and automate monitoring tasks
Experience acting as a liaison between service desk and engineering teams, with strong written communication for clear documentation and user-facing announcements.

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysisincident responseticket resolutionanalyticsmonitoring toolsITSMtroubleshootingautomationlog analysisservice improvements

Soft Skills

communicationmentoringleadershipcollaborationproblem-solvingdocumentationtrainingescalation managementorganizational skillsuser engagement

Certifications

A+Network+DODD 8150DODD 8140