About us:

Gen3 Technology Consulting is an SBA Certified Woman-Owned Small Business (WOSB) providing a diverse set of technology services and solutions to federal and commercial clients. Founded in 2017, Gen3 leverages over 25 years of information technology management and leadership experience to help our clients define, plan, manage, and achieve their strategic vision while protecting their critical IT assets. We attract and retain the highest caliber of talent by supporting an inclusive work environment, cultivating growth and leadership both professionally and personally, and encouraging work-life balance. We strive to make it our priority to be compassionate, family-friendly, respectful, and flexible.

Gen3’s Joint Ventures, Pivotal Impact (JV with Caladwich) and VetCentric (JV with PingWind) expand our team’s knowledge and expertise as we pool resources to bring federal agencies strong technical, program management, and cyber security solutions, derived from a disciplined management consulting approach.

About the role:

As an Incident Manager on our team, you have the chance to use your hardware and software capabilities along with communications and team-building skills to lead technical teams coming together to solve high-priority/critical outages at the VA. As part of a two-man Incident Management team, you will work with system owners, application development, and infrastructure support teams to investigate and diagnose system problems and defects and evaluate mitigation alternatives to bring systems and infrastructure back online. Your responsibilities include: setting up the Triage call when a high-priority incident occurs, notifying and tracking that all required technical teams are present, leading the triage discussion following a script to capture the pertinent status information, and coordinating discussions (as well as de-escalating finger-pointing) between technical teams as they work to diagnose the issue and develop mitigation options. You and your Incident teammate will also capture all of the pertinent information discussed on the call for the record and develop status emails/documents to keep Leadership apprised of the current effort. Grow your skills by merging system knowledge and the use of modern system monitoring tools to improve VA enterprise reliability and improve the quality of services provided to veterans. This is your chance to develop your skills in enterprise-level triage and incident resolution while gaining experience in VA system infrastructure. This work includes support during weekends or holidays as required.

Location: Remote, U.S. Candidates residing in SBA HUBZone preferred.

What you'll do:

• Support system SMEs with technical triaging of high-priority incidents causing significant user impact; provide technical team leadership expertise; ensure troubleshooting effort is thorough and consistently structured.
• Provide technical expertise to develop executive reports to correctly portray the details of triage efforts.
• Lead technical SMEs in complying with ITIL best practices for Service Management and Incident Response.
• Lead distributed technical teams toward the resolution of issues through effective engagement and communication with stakeholders.
• Exercise sound judgment in the evaluation, assignment, and escalation of issues.
• Document findings and provide analysis of resolved issues to Leadership through effective written communication.

What you'll need:

• Bachelor's degree in Computer Science, Electronics Engineering, or technical equivalent with 5 years of professional experience or a total of 13 years in lieu of education.
• Experience working with IT Incident Response Operations.
• Experience with ITIL Service Management and Incident Management.
• Good verbal communication including a strong leadership voice.
• Good written communication skills.
• Strong critical thinking and error assessment capabilities.
• Experience using Microsoft Outlook (email, calendaring, meeting setup) to set up meetings, manage calendars and receive, respond and send emails in various formats including attachments and links.
• Experience using Microsoft Office, including Word, Excel, and PowerPoint to deliver Executive level status reports.
• Must be willing to work 1st or 2nd shift, including weekends and/or holidays.

What's desired:

• Virtual team management experience.

Perks working with us:

• Competitive compensation.
• Comprehensive health, vision, and dental benefits.
• 3 weeks of PTO per year accruing from day one with a PTO exchange program.
• 11 days of paid Federal Holidays.
• 401(k) with a matching plan.

Employment eligibility: Eligible to work for any employer in the United States without requiring sponsorship. Most of our positions require a government security clearance, you must be a US Citizen or Green Card holder for consideration.

E-Verify Employer. EOE Statement: females, minorities, protected veterans, and individuals with disabilities. Gen3 is committed to fostering and empowering an inclusive community within our company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law.

Accommodation: Please contact the recruiting team at recruiting@gen3technology.com if you would like to request a reasonable accommodation during the application or interviewing process.

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