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CACI International Inc · 5 months ago

Network Incident Management Quality Assurance Lead

Sterling, VA

Full-time

Onsite

Senior Level, Lead/Staff

$121K/yr - $266K/yr

10+ years exp

CACI International Inc is seeking an experienced ITIL Network Incident Management Quality Assurance Lead to ensure the highest standards of quality in their IT network incident management processes. The role involves developing and implementing quality assurance processes aligned with ITIL best practices and managing a QA team to minimize service disruptions and maintain optimal IT service delivery.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

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

Develop and utilize ServiceNow dashboards, tools, and techniques to report the status of the process as needed

Support measurement and reporting for weekly and monthly meetings and as required

Identify areas for improvement in practices and recommend 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

Develop and maintain customer required and identify and recommend changes or additions to quality metrics and KPIs

Establish 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

Monitor and analyze incident metric data to identify trends and potential issues

Collaborate with network operations, engineering, and support teams to implement improvements

Develop and implement quality assurance strategies and processes for capacity management initiatives

Create and present regular reports on network availability and quality metrics to stakeholder

Qualification

ITIL V34 certificationNetwork Incident ManagementServiceNowNetwork technologiesQuality Assurance methodologiesAnalytical skillsCommunication skillsInterpersonal skillsProblem-solving skillsLeadership experience

Required

TS/SCI with poly required

Bachelor's 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

Preferred

Experience in a leadership or mentoring role

Advanced ITIL certifications or training

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees