Job Title: Network Incident Management Quality Assurance Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
The Opportunity:
We are seeking an experienced and detail-oriented ITIL Network Incident Management Quality Assurance Lead to ensure the highest standards of quality in our IT network incident management processes. The ideal candidate will develop and implement quality assurance processes aligned with ITIL best practices, focusing on the effective handling and resolution of IT incidents to minimize service disruptions and maintain optimal IT service delivery.
Responsibilities:
• Manages and mentors the network incident management QA team • Identifies and tracks program risks and action items to closure, and assess risk and cost of changes • Establishes and maintains a close working relationship with other areas, service providers, customers, and technical staff • Delivers briefings and training as required to leadership, individuals or teams across the program to ensure common understanding to meet objectives • Ensures senior management are always informed of appropriate activities and issues (early and frequently) • Ensures compliance with process-specific standards and policies, and stays abreast of process changes • Develops and utilizes ServiceNow dashboards, tools, and techniques to report the status of the process as needed • Supports measurement and reporting for weekly and monthly meetings and as required • Identifies areas for improvement in practices and recommends solutions • Manages end-to-end projects that follow procedures, work instructions, and templates to support process execution • Develops and maintains relevant and appropriate project management documentation and artifacts (i.e. project schedules, briefings, reports, etc.) • Leads efforts ensuring high performance and quality are consistent • Develops and maintains customer required and identifies and recommends changes or additions to quality metrics and KPIs • Establishes goals and objectives for the team(s), running day-to-day operations for the assigned projects • Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved • Monitors and analyzes incident metric data to identify trends and potential issues • Collaborates with network operations, engineering, and support teams to implement improvements • Develops and implements quality assurance strategies and processes for capacity management initiatives • Creates and presents regular reports on network availability and quality metrics to stakeholder
Qualifications:
• TS/SCI with poly required • Bachelors degree in Computer Science, Information Technology, or equivalent work experience • 10+ years of experience in network operations, quality assurance, or related roles • Good working knowledge of the Service Management workflows and ITSM processes • ITIL V3 or 4 certification and training • Experience with Network Incident Management processes and practices • Hands-on experience with incident management tools (e.g., ServiceNow, Remedy) • Strong understanding of network technologies and capacity management principles • Proficiency in QA methodologies, tools, and best practices • Excellent analytical and problem-solving skills • Strong communication and interpersonal skills • Ability to work in a fast-paced, dynamic environment • Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN) • Experience with network monitoring and performance management tools
Desired:
• Experience in a leadership or mentoring role • Advanced ITIL certifications or training
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nations most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
Pay Range:
The proposed salary range for this position is: $120,800 - $265,800
CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.