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| Help Desk/Incident Manager | Dec 8, 2020 | ||
| Washington DC, DC | |||
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We have received the following resource request from USPS. Please submit resumes NLT 10 Dec 2020. The Digital Integration Portfolio is in need of a Project Manager supporting its Identity Verification Services (IVS) program at the USPS Headquarters location. The resource will work closely with Jane Quenk, supporting Biometrics and will be officially located at 475 L'Enfant Plaza Washington, DC 20590. This resource will be working with the team to • Provides overall strategic management, defines the program scope and objectives, manages project’s scope, schedule, budget, and risk • Develops project management plans, project documentation, work breakdown structures, project schedules, integrated master schedules, financial reports, and risk management documentation Help Desk Incident Manager – Job Description Role Description: The Incident Manager takes full ownership and accountability for the Incident Management process for the IVS Program within the IT organization, including all IVS-related major incidents that are reported and must be resolved. The Incident Manager interfaces and coordinates with the Tier 1 Service Desk, other resolving groups and Third-Party Suppliers for Incident and Problem Management Service activities and takes ownership of end-to-end Incident and Problem Resolution for IVS. Once 1st- or 2nd-level technical staff escalate a major incident, the Incident Manager should determine what resources and expertise are required to resolve the incident and set about forming a response Team that can resolve the issue as quickly as possible. He/she manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Responsibilities: • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process • Responsible for communicating with the Business and Incident resolution teams • Program Point of contact for all Major Incidents • Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. • Represent the first stage of escalation for level I and II for incidents • Monitor the workload for Support Engineers • Monitor the incidents to ensure that the Service Level Agreement are respected • Identify, initiate, schedule and conduct incident reviews • Ensure the closure of all resolved and end-user confirmed Incident records • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. |
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