ITSM Incident and Problem Manager

GES was awarded U.S. Air Force Cloud One Architecture and Common Shared Services contract and is currently seeking an Incident and Problem Manager supporting AWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experience help modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Location

These positions will be remote

Primary Responsibilities Could Include

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

Minimum Qualifications

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