ITSM Incident and Problem Manager
SES Corporation
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and currently has an opening for a Network Engineer. SES is seeking a ITSM Incident and Problem Manager supporting AWS, Azure, GCP, and Oracle Clouds. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.
- Location: This position will be remote.
Requirements
- - Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs
- - Provide command and control of Major Incidents, chairing technical bridge calls, coordinating SMEs and directing resolution activities
- - Maintain accurate, high-quality incident records, outage documentation and communications to support availability reporting and stakeholder awareness
- - Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds and preventative actions
- - Drive trend analysis and produce high-quality reports with insights and recommendations for technical and executive audiences
- - Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-aligned processes
- - Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational resilience
- **Technical Leadership**
- - Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments
- - Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and Knowledge Management
- - Ability to operate effectively under pressure, managing competing priorities while maintaining clear, high-quality communication
- - Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership
- - Demonstrated ability to champion, develop and uplift ITIL process maturity, including training and coaching operational teams
- - Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors; ITIL v4 certification, ITSM tools (e.g. ServiceNow, JIRA) and Defence or secure environment experience highly regarded
- **Required Skills: **
- - Bachelor's and five (5) years or more of experience; Master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
- - Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
- - US citizenship required
- - Certifications: CompTIA Security+ or equivalent (IAT-2)
- **Preferred Qualifications**
- - Experience with USAF Cloud One or Platform 1
- - Experience with Knowledge Management
- - ITIL Certification
Benefits
- **SES provides a competitive salary and the following benefits:**
- - Medical
- - Dental
- - Vision
- - AD&D
- - STD
- - LTD
- - Company paid Life Insurance
- - 401k with employer contribution
- - Paid Time Off
- - Pet Insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Incident ManagementProblem ManagementRoot Cause AnalysisTrend AnalysisITIL FrameworksOperational Data InterpretationProcess Maturity DevelopmentHigh-Availability ICT EnvironmentsService RestorationSOPs and Workflows Improvement
Soft Skills
Technical LeadershipClear CommunicationAnalytical CapabilityStakeholder EngagementCollaborationAbility to Operate Under PressureCompeting Priorities ManagementCoachingKnowledge SharingContinual Improvement
Certifications
ITIL v4 CertificationCompTIA Security+Interim Secret Clearance