Incident and Release Manager

Seeking a highly skilled and experienced Incident and Release Manager, who will be responsible for the Incident, Problem, and Release processes within the program. For Incident and Problem Management this would include Incident Triage methodologies, Impact Assessments, Troubleshooting, Stakeholder and Communications Management, and After-Action Root Cause Analysis and Corrective Action Plans. In Release Management, you will be responsible for the release life cycle and schedule, readiness reviews, Go-Live activity management, and participate in the CAB process.

Requirements:

• ship Required.
• Must be able to obtain Public Trust clearance.
• This position is hybrid (on-site/remote). Candidate will be required to work on-site at minimum, three days a week.
• This position has an initial 30-day on-site requirement (5 days/week) to ensure familiarization with program and Federal staff and the overall operating environment.

Qualifications and Experience:

• Minimum of five (5) years of experience with a bachelor's degree or seven (7) year of experience without a degree
• PMP or equivalent level certification
• ITIL certification preferred
• CSM, SAFe, or other Agile certification preferred
• Proficiency in using JIRA
• Strong understanding, knowledge of and experience in application of crisis and incident management principles, practices, and methods of implementation in a large and complex organization.
• Knowledge of Continuous Integration and Continuous Delivery (CI/CD) pipelines
• Working knowledge of Software Development Lifecycle
• Experience in the use of Application Release Automation tools.
• Strong Understanding of Knowledge, Change, and Configuration Management
• Knowledge of traditional agile methodologies
• Good understanding of application infrastructure, system architecture, and operating system
• The candidate must have excellent communication skills, positive motivation, team building and leadership development.
• NDI is seeking someone who can influence both transformational and event driven changes by focusing on organization design, leadership, culture, change management, communications, and training.

Responsibilities:

• Responsible for supporting day-to-day preparedness, response, and recovery activities of the Incident & Crisis Management Program
• Contribute to the development and ongoing maturity of plans, playbooks, policies, standards, and procedures applicable to incident response
• Assist in the design, coordination, and facilitation of Crisis Management exercises
• Responsible for day-to-day delivery of response/crisis management program activities, including providing guidance and consultation to employees across the enterprise to ensure compliance
• Develop, communicate, and execute crisis management plans and playbooks
• Coordinate and lead crisis management tabletops, process and procedure testing and corrective actions
• Lead cross-functional crisis and incident management teams during an enterprise-wide crisis
• Conduct incident after action reviews to identify strengths, improvement opportunities and track corrective actions
• Drive commitment, support, ownership, accountability and results for the Response, Incident Response and Crisis Management activities
• Assist with response program and process documentation including policies, procedures, frameworks, templates, and work instructions in support of the program and meeting regulatory requirements
• Develop and conduct employee training to create awareness for areas of responsibility
• Prepare comprehensive, timely, and detailed after-action reports
• Analyze trends across incidents and exercises to recommend improvements that may not be apparent from looking at each incident or exercise in isolation
• Assist with documenting the standards, SOPs, Incident Response playbooks, escalation protocols, etc. to facilitate response capabilities
• Validate, test, and identify gaps in strategies and communicating results to leadership
• Establish and maintain communication with enterprise crisis management and incident response team
• Maintain roster of crisis management and incident response team members
• Conduct annual training of all crisis management and incident response plans or as changes to each location team
• Plan the release windows and cycles
• Manage risks and resolves issues that affect release scope, schedule and quality
• Coordinate release content and effort based on the service request backlog, pending service requests, third party applications, or operating system updates
• Communicate all key project plans, commitments, and changes including requirements, schedule, and scope changes
• Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
• Produce Deployment, Run Books and Implementation Plans
• Weekly Release Reporting
• Communicate release details and schedules to the Business as required
• Negotiate, plan and manage all release activities
• Work with release engineers to understand impacts of branches and code merges
• Maintains the release schedule for all core services and ensure alignment across key partners and vendors.
• Continually work towards making improvements in the release process
• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.
• Participate in CAB meetings to discuss release scope and/or roadblocks
• Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists
• Researches new software development and configuration management methodologies and technologies and analyzes their application to current configuration management needs