ITSM Incident Manager
Centurion Consulting Group is looking for an ITSM Incident Manager with an Active Secret clearance (REMOTE) Program Description: This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and currently has an opening for a ITSM Manager. We are 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.
Responsibilities
- 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