ITSM Incident and Problem Manager

This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and currently has an opening for a Network Engineer. SES is seeking a ITSM Incident and Problem Manager supporting AWS, Azure, GCP, and Oracle Clouds. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Location: This position will be remote.

Requirements

• Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs

• Provide command and control of Major Incidents, chairing technical bridge calls, coordinating SMEs and directing resolution activities

• Maintain accurate, high-quality incident records, outage documentation and communications to support availability reporting and stakeholder awareness

• Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds and preventative actions

• Drive trend analysis and produce high-quality reports with insights and recommendations for technical and executive audiences

• Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-aligned processes

• Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational resilience

Technical Leadership

• Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments

• Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and Knowledge Management

• Ability to operate effectively under pressure, managing competing priorities while maintaining clear, high-quality communication

• Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership

• Demonstrated ability to champion, develop and uplift ITIL process maturity, including training and coaching operational teams

• Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors; ITIL v4 certification, ITSM tools (e.g. ServiceNow, JIRA) and Defence or secure environment experience highly regarded

Required Skills

• Bachelor's and five (5) years or more of experience; Master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.

• Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment

• US citizenship required

• Certifications: CompTIA Security+ or equivalent (IAT-2)

Preferred Qualifications

• Experience with USAF Cloud One or Platform 1

• Experience with Knowledge Management

• ITIL Certification

Benefits

SES provides a competitive salary and the following benefits

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance