Serco is seeking an ITIL Incident Manager to join the support desk for IMCOM/CYS. This position works with various teams to ensure that incidents are resolved in a timely and effective manner. As the Incident Manager you will develop and maintain incident response plans. This position is responsible for the Closed-circuit TV system (CCTV) for the Child and Youth Services at Army locations world-wide. IMCOM/CYS CCTV system is critical in ensuring the safety of both children and employees.

This is a shift position within a 24/7 operation Service Support Desk - 2nd Shift; Monday - Friday (2pm - 10pm MST)

This is a senior service delivery WFH shift position while overseeing the incident management process and team members involved in resolving the incident; this role can be worked 100% remote local to Colorado. 

In this role you will: 

• Respond to reported service incidents, perform triage on the incident, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Produce documents that outline incident protocols such as how to handle ITIL related procedures; coordinate and review technical documentation developed for the customer for quality check to meet customer needs. 
• Ensure documentation is created on any new incident.
• Collaborate with Incident managers across Serco to ensure that all protocols are diligently followed.
• Log all incidents and their resolution to see if there are recurring malfunctions.
• Coordinate with Change and Problem management functions.
• Adjust the incident management process as required to ensure its effectiveness.
• Communicate with upper management if major issues are found in the IT system.
• Remediate deviation of approved processes.
• Responsible for communicating with the Incident Process Owner.
• Responsible for the resolution of incidents via team oversite, escalation, prioritization.
• Works within the policies and processes developed for the program but utilizes knowledge and skill to make decisions leading to improved service.
• Point of contact for all Major Incidents.

To be successful in this role you will have: 

• United States Citizenship required
• ITIL Certification; Foundations being a minimum requirement
• Must be able to work shift hours/days listed above 
• Bachelor's degree in information technology, engineering, or a related field
  • OR a High School Diploma with 12 years of experience in Service Management in lieu of degree
• Minimum 8 years of IT experience in Service Management, preferably in support or managed services
• Strong knowledge of IT service management software including ITIL, Six Sigma, and software systems such as ServiceNow
• Excellent decision-making skills
• Ability to analyze a high volume of technical data and work in a fast-paced environment
• Strong problem solving, analytical, and time management skills
• Excellent communication, interpersonal and leadership skills
• Ability to work under pressure and meet deadlines
• Experience in customer communications, and documentation
• Understanding of work-flow management in a matrix environment

In compliance with state and local laws regarding pay transparency, the salary range for this role is $66,558.60 to $110,931.00; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.