IT Incident Manager

Description

The NEST Incident Manager's primary responsibility is to lead the NEST Incident Technical Support Team of over 70 Technicians and Center based Incident Leads across multiple NASA locations and in promptly addressing and resolving any issues or disruptions that arise within NASA's NEST managed technical infrastructure encompassing all NEST provided devices and NEST managed applications. This involves establishing and communicating clear/consistent protocols, guidance and direction for incident detection, response, and resolution.

The NEST Incident Manager further serves as the central point of contact for updating key stakeholders - primarily NASA/WCS operational management and other relevant parties within NASA and NEST Program Management - of user impacting issues and trends related to NEST managed Services and devices. Additionally, the NEST Incident Manager is responsible for continually fine-tuning strategies, employing ongoing education, and guiding documentation updates, revisions and improvements based on changes introduced to the NASA production IT environment.

Should unplanned user impacting events occur involving NEST managed devices/applications, the NEST Incident Manager acts, in conjunction with the NEST Event Manager, as the co-coordinator, bringing together the right technical resources and expertise. They facilitate collaboration between different IT teams, remove roadblocks, and ensure everyone is aligned on the resolution approach. This includes managing virtual war rooms, assigning tasks, and tracking/reporting progress.

Finally, this position incumbent is frequently involved in planning and solution design activities to determine how to implement, measure and achieve desired or required Program directed outcomes. Previous experience and strong abilities to collect, organize, analyze, and present operational data through the use of trend projections, graphics and statistic-based probabilities coupled with the ability to communicate the predominantly technical information to a business-oriented audience will be a highly desired attribute beyond the stated basic requirement of demonstrated technical and personnel management skills.

Primary Responsibilities:

• Day to day monitoring and management of NEST Technical personnel processing user submitted Technical Support requests
• Principal POC for questions/direction on NEST User submitted Technical Support transactions
• Owner and SME of the NEST SOP for Incident Support
• Communication to NASA IT operations regarding user impacting issues, both planned and unplanned as well as ability to communicate complex technical issues/risks/impacts and corresponding solutions/mitigation steps to NEST Program Management

Basic Qualifications:

• BA/BS or equivalent experience and 4+ years or prior relevant experience or Masters with 2+ years of prior relevant experience.
• Knowledge of the NEST PWS, Section 6
• Detailed ITIL Foundation knowledge and understanding
• Knowledge and understanding of the NASA IT architecture and the role NEST plays in deploying and managing that environment to meet NASA operational and Mission requirements
• Ability to remain calm, composed and clearly focused during high stress situations

Preferred Qualifications:

• Previous NASA experience in IT management
• ITIL Certifications
• Previous experience as an IT Technical Support Technician
• Strong experience using and/or working in the ServiceNow ITSM application

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

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Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.