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Customer Technical Specialist IV

San Antonio, TX 78205
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.

Responsibilities

Description:

The Major Incident Management Specialist provides coordinated support for the management and control of major incident process components to include the core outage reporting process, documentation, training, investigation, and quality control. Working at part of the DHA Global Network Operations Center (GNOC) this individual will work with a broader team of Major Incident Management professionals to provide rapid support and facilitation of troubleshooting efforts for outages affecting any Military Treatment Facilities (MTFs) supported by the Defense Health Agency (DHA). In this role the Major Incident Management Specialist will collaborate with Event Management, Problem Management, Incident Management, Service Reporting, DHA Infrastructure and Operations support teams, DISA, DMDC, NIWC, Coast Guard, VA, PMO application owners, and vendor support teams to facilitate a rapid return to service for any IT services impacting the delivery of healthcare to the MTFs. Using Government provided ITSM support tools (currently BMC Remedy), knowledge bases, and ITIL based processes; the MIM Specialist leverages various communications methods to bring together key service owners to troubleshoot issues affecting the delivery of healthcare. The MIM Specialist work (along with the MIM Advanced SMEs as necessary) to help facilitate service restoration, contacting service owners, documenting troubleshooting steps and root causes as identified, creating downtime notifications, and interfacing with the GNOC Government Watch Officers.

Responsibilities:

  • Accountable for the Major Incident Management Process and aligning this process to support our key service partners.
  • Responsible for facilitating and completing actions within a Continual Service Improvement Plan for the Major Incident Management process.
  • Responsible for each major incident assigned to ensure end to end ownership and accountability throughout.
  • Facilitate the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, reviewed throughout and delivered against accountable for ensuring that conference calls are held where appropriate for major incidents.
  • Responsible for tracking a clearly defined time line during major incident events.
  • Ensure close links are maintained with Problem Management ensuring problems are raised as appropriate following major incidents.
  • Work closely with Event Management (monitoring) teams to understand event alerts and establish a defined service restoration response.
  • Promote and educate DHA IT resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting, AOTs etc.
  • Help facilitate obtaining input for post incident reviews are conducted for critical incidents as it pertains to outage reporting.

Qualifications

Skills:

  • Experience with managing critical incidents within a Call Center environment.
  • Experience creating and delivering executive summary and after action reports.
  • Experience training various groups at various levels of the organization.
  • Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
  • Excellent verbal and written skills
  • Knowledge of ITILv3/v4 processes and experience with the ITSM solution
  • Demonstrated problem coordination and root cause determination skills
  • Demonstrated skills in understanding system/solution architectures to break out key services to identify Configuration Items (Cis) and related services that could be impacted during a service interruption

Requirements:

  • Familiar with Service Desk support methodology.
  • Must be able to work in a fast pace & stressful environment.
  • Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
  • Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
  • BS Degree in Computer Science, MIS, or related field/equivalent experience
  • Minimum 2 years Service Desk experience
  • 5-8 years of experience in managing enterprise support services and related major incidents
  • Have or able to obtain requisite DoD 8570 certifications
  • ITILv3 or V4 Foundations Certification (Preferred)

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-04-03 Expires: 2020-05-03

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Customer Technical Specialist IV

Perspecta
San Antonio, TX 78205

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