Incident Manager

BCforward is currently seeking a highly motivated Incident Manager for an opportunity in Reston, VA!

Position Title: Incident Manager

Location: Reston, VA

Anticipated Start Date: 06/02

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6+ months contract + Renewable

Job Type: [FULL TIME (>=40 HRS WEEKLY) [CONTRACT], [HYBRID]

Pay Range: $48.07- $49.50/hr.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

In this incident management function, manage incidents to resolution in a 24/7/365 environment using the Fannie Mae incident management processes, effectively guide incident and triage calls from a technical perspective, share technical details obtained from monitoring tools and dashboards to aid troubleshooting, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating technology infrastructure management.

KEY JOB FUNCTIONS

• Provide expert level of incident management support for response, triage and impact mitigation of technology incidents. The team is the command center for all impacting incidents. The key objective of the team is to prevent, contain and limit the duration of all production incidents to reduce the impact on FannieMae's business deliverables. The incident management function is to manage incidents to resolution in a 24/7/365 environment using the Fannie Mae incident management processes.


• Lead the resolution of high priority and complex incidents. Prioritize steps for quick recovery to minimize business impact to operations. This includes using all the available tools to find the root cause and then drive a quick resolution, either permanent or workaround, to ensure the business is back to normal operations.


• Troubleshoot the incidents and identify root cause quickly using operations, wire data analytics, application performance management and event correlation monitoring tools.


• Act as primary point of contact to management and stakeholders during impacting incidents.


• Partnering with the Correction of Errors team, driving the root cause analysis, lessons learned and implementation of enhancements for all ECC communicated incidents.


• Collaborate with other teams to enhance proactive monitoring and observability tools and processes


• Provide reporting and analysis on business impacting incident trends and impacts.


• Provide enhancement suggestions from those trends and present to management for prioritization and implementation. Lead the implementation of approved enhancements.


• Ensure appropriate functional and management escalation takes place as per the standards and procedures.


• Influence other technical teams on the calls and articulate troubleshooting steps effectively.


• Lead required technical follow-up calls for critical incidents.


• Provide recommendations on continuous improvement and lead the execution of the same


• Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.


• Influence other technical teams on the calls and articulate troubleshooting steps effectively.


• Lead required technical follow-up calls for critical incidents.


• Assist with documentation of Root Cause Analysis (RCA) or Correction of Errors (COE) and data quality for all ECC communicated incidents.


• Ensure appropriate functional and management escalation takes place as per the standards and procedures.


• Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.


• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.


• Participate in on-call rotation. Ability to work on any shifts as needed including weekends and night shifts.


• Ability to report incident details and metrics to senior leadership.

EDUCATION

Bachelor's Degree or equivalent required.

MINIMUM EXPERIENCE

6+ years of related experience

REQUIRED KNOWLEDGE & SKILLS

• Excellent communication skills (oral and written)


• Attention to detail


• Ability to multi-task


• Proficiency in running incident calls with up to 150 people.


• Proficiency with Microsoft Word, Excel and PowerPoint and presentation to senior management using data and information from these tools.


• Amazon Web Services (AWS) Cloud Certification (above Cloud Practitioner) required


• Information Technology Infrastructure Library (ITIL) Certification is required.


• Experience with performance engineering of AWS Cloud applications.


• Hands on experience with transaction level monitoring using Splunk and other transaction level dashboarding tools.


• Hands-on experience with ServiceNow is required.


• Ability to perform transaction level monitoring and troubleshooting in AWS cloud platform.


• Monitoring experience with tools like Extra hop, SolarWinds, and Catchpoint.


• Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.


• Experience working with compliance, Audit, and other support organizations while participating in providing solutions in support of the business objectives.


• Ability to present findings to management and other teams from data analysis and make recommendations, design and implement fixes or improvements from the findings


• Proven experience with:

• Proficient in the use of the AWS console and CLI


• Advanced scripting and automation skills


• Strong problem-solving abilities


• System and data analysis using common tools (Power BI, Tableau, Excel, etc.)


• Strong Structured Query Language (SQL) skills.

• Understanding of different IT Infrastructure components such as AWS, Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred.


• Proven methodical approach to problem identification, monitoring, problem solving and resolution.


• Aptitude to influence other technical teams on incident calls & articulate troubleshooting steps effectively.


• Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.


• Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.

Preferred Qualifications:

• AWS Certified Solutions Architect - Associate Certification


• Prior Fannie Mae or Financial industry experience.


• Experience with Open Tel, Signal FX

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

Keywords:

Incident management, AWS

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BC forward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our and . As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 238984 when responding to this ad.