3-5 years of professional experience in delivering support services directly related to IT Operation for production environments
Experience/knowledge working on a government (.mil) network
Experience working in a fast-paced, high-stress environment
Experience managing large scale technology incidents and supporting root cause analysis
Information Technology Infrastructure Library (ITIL) Foundation Certification.
Knowledge of Service Level Agreements (SLA) directly or indirectly related to incident and problem resolution
Excellent verbal and written communication skills
Listening skills – Ability to participate in technical discussions and summarize key points
Command skills – Ability to drive and command activities across all levels and multiple teams, clearly and confidently voicing and disseminating information, incident status, and processes to large groups via conference calls, phone calls and emails
Dealing with Ambiguity – Ability to consistently apply standard processes on a global scale to ever changing and ambiguous situations
Multitasking – Ability to prioritize and perform several functions at once combined with analytical and decision making skills – answering incoming calls or questions, making outbound calls, accessing various tools, documenting impact assessments, and collaborating with technical personnel
Decision making ability – Quickly Analyze limited information and apply general policies to make sound decisions
Ability to work under pressure, while evaluating complex technical scenarios
Operating with Autonomy – Ability to act independently under limited supervision / direction
Knowledge, skills and abilities required to manage, and report to Senior management, the resolution and business impact of complex IT issues
Advanced knowledge of "business impact analysis" process for assessing impact to business or changes or problems in the IT systems supporting the business
Advanced knowledge of IT and IT Operations principles, processes, and practices
In-depth knowledge of IT end-to-end incident and problem management
Knowledge of Service management tools and ITIL best practices
Proficiency in process formulation and process improvement
Ability to drive process improvement to continually improve service and reduce costs (LM21 or Six Sigma experience/Certification)
Understands strategic business objectives and proposes relevant technical solutions and alternatives
Specific Job Description
ITIL Incident and Problem Management:
This role will have the responsibility of Queue Management for the IT Department; therefore will work closely with all support. To ensure that minor incidents and problems are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service. This role requires an assertive person who is mature in business acumen, has experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation. The candidate must have a well-rounded background in technology, processes, with an emphasis on leadership and influence. The main goal will be to reduce system downtime, in support of all mission critical business functions for our customers. The Major Incident Management Analyst will be at the center of monitoring, maintaining, and resolving critical issues in our client’s IT environment. This position offers frequent interaction with and visibility from Senior Level IT Management. This person will work with IT Project Management for assembling and coordinating key technical and management resources, as well as leading and tracking the resolutions of IT incidents and problems. The Incident and Problem Management analyst will work with Change and Configuration Management to ensure that all Configuration Items (CIs) are linked to all incidents and problems and the right status is updated in the CMDB during outages or service downgrades.
Standard Job Description
Provides support to an enterprise management system. Performs monitoring and management of mainframes, networks and workgroup servers.
Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 3 years of professional experience; or 1 year of professional experience with a related Masters degree. Considered experienced, but still a learner.
LMCareers Business Unit
ESS8806 MISSILES AND FIRE CTRL (S0806)
Missiles and Fire Control
G843:MFC-CLSS EOE n/IT - LMOS
FLEX-Non-Standard 40 hour week
As a leading technology innovation company, Lockheed Martin’s team of people works with partners around the world to bring proven...