BAE Systems, a top ten prime contractor to the U.S. Department of Defense, enables the U.S. government to transform data into intelligence and provides engineering, integration and sustainment support for critical military platforms and systems. Intelligence & Security provides services and products to the Department of War, the intelligence community, federal law enforcement officials, and troops deployed around the world. At BAE Systems, we promote a strong, collaborative culture and provide our employees with the tools, skills and training they need to succeed. We are looking for an Incident Manager to support an IC program delivering network support to the customer’s various wide area networks (WANs) and local area networks (LANs). This position will provide support to an enterprise level infrastructure across multiple classifications. The Incident Manager responsibilities will include: • Analysis and reporting of incident trend data to identify and eliminate root causes. • Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure. • Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution. • Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records. • Facilitating and coordinating technical meetings. • Facilitating postmortem investigations into high impact results. • Providing governance for root cause analysis between technical teams. • Production of statistics and reports to demonstrate performance of the Incident and Problem Management process. • Create and submit knowledge articles. • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible. • Assign Incidents to appropriate Tier 2 Support Group. • Keep Incident tickets updated with a current status at agreed intervals. • Document troubleshooting steps and service restoration details. • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.). • Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected. • Verify resolution with users and resolve Incidents in ITSM tool. • Escalate Major Incidents to the appropriate T2/3 Support Groups. • Point of contact for all Major Incidents. • Owns all Incidents throughout the lifecycle. XYZ