The Abacus Team is seeking a Critical Incident Response Team (CIRT)/Problem Management and Analysis (PMA) Lead to manage the day to day activities of the CIRT/PMA Team, including incident and problem support, security incident support, and Regional Alternative Information System Security Office (AISSO) support. This position is part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.
As Team Lead, oversee CIRT/PMA team responsible for Incident and Problem Management and Analysis. Lead team to quickly recognize major incidents (e.g., unplanned interruptions or service degradations) and restore IT services that have degraded or have been disrupted. Assign staff to specific problem or incident related work, prioritize competing needs, ensure and validate appropriate documentation is created in support of knowledge management, coordinate communications of team with other groups (e.g., EOC, DHS, NOC, SOC and other relevant functions). Ensure team follows appropriate and documented processes and procedures through incident and problem management activities from triaging to post resolution documentation (e.g., lessons learned). Prepare metrics and status reports for the team. Enforce team’s standards and consistent use of ticketing system (ServiceNow) to track problems and incidents.
High School diploma or GED certification required; Associate’s or Bachelor’s degree in a related field is desired.
Experience and Skills:
At least 3 years of experience leading a team that solves complex problems. Experience must include exposure to incident and problem management activities, as well as cybersecurity incident handling. Information Technology (IT) related experience that includes problem identification and analysis, such as service desk support, IT analysis, or similar experience. Experience leading a team that has conducted root cause analysis. Experience conducting QA (for edits and content) of major deliverables.
Experience using and ITSM IT ticketing system required, with ServiceNow experience preferred. Experience with ITIL v3 preferred. Must possess general understanding of NIST security standards and policies, as well as A&A/C&A process. Must have proven record of managing a team of 10+ staff members. Must possess excellent written and oral communication skills. Excellent and proven analytical skills. Ability to facilitate information gathering from a broad range of technical staff members. Previous experience with DHS USCIS desirable.
Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.