Incident and Problem Manager

2 weeks ago


Montgomery, United States Della Infotech, Inc. Full time
Position Description: The Alabama Medicaid Agency (AMA) is preparing for a major transition from a monolithic system with 14 different business functions to an interoperable, modular system based on a Service Oriented Architecture (SOA). This multi-year "Modularity" project will include working with multiple vendors and may include multiple project methodologies. The project must comply with the Federal standards and regulations such as Medicaid Information Technology Architecture (MITA), CMS Seven Conditions and Standards, Outcomes-Based Certification (OBC), 21st Century Cures Act (Cures Act), Health Information Technology for Economic and Clinical Health Act (HITECH Act). There are four vendors already in the program and two more contracts being actively worked on. The first Vendor to join the project was the Program Management Office (PMO) vendor which is responsible for managing the project, defining the AMA enterprise architecture, defining requirements, and leading the organizational change management effort. The second Vendor is the Testing Center of Excellence (TCOE) who provides oversight for all Alabama Medicaid Enterprise Systems (MES) Modernization Program (AMMP) testing activities. The third Vendor is the System Integrator which provides a system integration platform to integrate the modules. The fourth Vendor is the Enterprise Data Services which provides the Data Warehouse. The remaining contracts will provide Provider Management (PM) services and Claims Processing Management Services (CPMS). The IT Incident Manger will oversee the Enterprise Incident Management process. This role will: • Manage incidents within a multi-vendor environment simultaneously. • Serve as subject matter expert and provide training and guidance on the incident management process. • Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause. • Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment. • Assist with defining Production Support procedures and processes. • Provide on-going communication and feedback to management. • Manage incidents and service requests ensuring tickets are created, well documented, updated appropriately. • Verify resolution details are aligned with Incident process. • Work closely with Release Manager for deployment strategy. • Update the incident reporting system with resolution information and liaise with Vendors. • Ensure Incident/Problem resolution is proceeding in a timely and efficient manner.

Skills Required: • ITIL Release Management Methodology • Strong ITSM Process dept and breadth for Incident management functions • Incident/Problem management tool sets • Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery) • Software development lifecycle • Advanced leadership and conflict management skills • Strong problem-solving, critical thinking and decision-making skills • Expert knowledge of IT best practices, policies and regulations • Ability to translate technical jargon for non-technical audiences. • Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives • Active listener • Industry practices related to Service Management and Lifecycle

Skills Preferred: • ServiceNow ITSM platform knowledge and experience • Project management skills, including organization, planning, time management and prioritization. • Clear understanding of client/server technology and network architecture • Operational, Helpdesk or support background • Leadership and Team Management Skills • Adaptability and Flexibility • Time Management and Prioritization

Experience Required: • 2-3 years of work in Incident Management, Problem Resolution and/or Production Support activities. • 3-5 years' experience in Information Technology or a closely related field, with a focus on incident management, problem management or service operations.

Experience Preferred: • Experience with ServiceNow • Exposure to Agile Methodology • Experience working in an environment with multi-vendors during system upgrade

Education Required: Bachelor's degree in computer science or IT related field

Education Preferred: Bachelor's degree in computer information systems or IT related field with certifications such as: ITIL.

Additional Information: Submittals must come from the submitting vendor directly. The submitting vendor may use one (1) level of sub-vendor candidates if necessary. To comply with U.S. employment laws, please include the candidate's work authorization status (e.g., U.S. Citizen, Green Card holder, visa type) in the submission comments. This information is for legal compliance only, and all candidates will be considered based on their qualifications. Submissions missing this information may not be considered.Learn More

  • Montgomery, United States Della Infotech, Inc. Full time

    Position Description: The Alabama Medicaid Agency (AMA) is preparing for a major transition from a monolithic system with 14 different business functions to an interoperable, modular system based on a Service Oriented Architecture (SOA). This multi-year "Modularity" project will include working with multiple vendors and may include multiple project...


  • Montgomery, United States Marriott Full time

    Job Number 24121499 Job Category Information Technology Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States Schedule Full-Time Located Remotely? Y Relocation? N Position Type Management JOB SUMMARY The Cyber Incident Response Analyst is responsible for responding to both existing and emerging threats, as well as...


  • Montgomery, Alabama, United States Della Infotech, Inc. Full time

    About the RoleAt Della Infotech, Inc., we are seeking a highly skilled IT Service Management Specialist to join our team. As an Incident Resolution Lead, you will be responsible for managing incidents within a multi-vendor environment and ensuring timely and efficient resolution.This is a great opportunity to showcase your leadership skills, technical...


  • Montgomery, United States Della Infotech Full time

    Position Description: Security Analyst as part of the OIT Security Operations Center responsible for continuously monitoring and analyzing security events and alerts from various sources, such as endpoint detection and response (EDR) systems, security information and event management (SIEM) systems, and cloud security controls to identify threats to State...


  • Montgomery, Alabama, United States Workable Solutions Investigative & Protective Services, LLC Full time

    We are seeking a highly skilled and experienced Armed Site Supervisor Security Officer to join our team at Workable Solutions, LLC in Montgomery, AL.Job Summary:The ideal candidate will have a strong background in security operations and leadership, with the ability to manage and oversee a team of security personnel effectively.Key Responsibilities:Supervise...


  • Montgomery, Alabama, United States Crossflow Technologies Full time

    Job SummaryWe are seeking a highly motivated Cybersecurity Risk Management Specialist to join our team at Crossflow Technologies. This is a full-time position that requires a strong background in cybersecurity, risk management, and compliance.About the RoleThe successful candidate will be responsible for ensuring the appropriate operational security posture...


  • Montgomery, Alabama, United States Workable Solutions Investigative & Protective Services, LLC Full time

    Job Summary:A highly skilled and experienced Armed Site Supervisor Security Officer is sought after by Workable Solutions, LLC to oversee security operations and manage a team of personnel effectively. The ideal candidate will possess a strong background in security leadership and be able to maintain a secure environment.Key Responsibilities:- Supervise and...


  • Montgomery, Alabama, United States Workable Solutions Investigative & Protective Services, LLC Full time

    Key ResponsibilitiesThe Site Security Lead will be responsible for supervising and coordinating the activities of security officers, including conducting regular inspections and patrols, responding to emergencies and incidents, and preparing accurate records and reports.This role requires strong leadership and team management skills, as well as excellent...

  • IT Systems Manager

    6 days ago


    Montgomery, Alabama, United States Semper Valens Solutions Full time

    Job Title: IT Systems ManagerEstimated Salary: $80,000 - $110,000 per yearLocation: Montgomery, ALClearance: Secret ClearanceAbout the RoleThe AFINC III contract supporting the 26th Network Operations Squadron (26NOS) requires a qualified Joint Regional Security Stack (JRSS) Engineer. The JRSS team oversees an enterprise DoD environment supporting the USAF...

  • Branch Manager

    4 weeks ago


    Montgomery, United States Security Engineers, Inc Full time

    Branch ManagerPosition Name: Branch ManagerPosition Summary:·     Responsible for the day-to-day operations and timely, efficient, and accurate delivery of security services to the assigned accounts within Montgomery and surrounding area. Duties and Responsibilities:Oversee the day-to-day operations, ensuring timely, efficient, and accurate delivery of...


  • Montgomery, Alabama, United States Targeted Solutions, LLC Full time

    Targeted Solutions, LLC is seeking a highly skilled Security Operations Manager II to join their team. As a member of our security operations team, you will play a critical role in ensuring the security and integrity of our information systems.About the JobThis position requires strong leadership skills and the ability to manage complex security projects,...


  • Montgomery, Alabama, United States Ithaka Hospitality Partners - Montgomery Full time

    About the JobThe Talent, Learning & Culture Manager will oversee and ensure the efficient administration and leadership of the HR function to include recruiting, applicant tracking, training, wage/benefit administration, compliance with statutory requirements, employee relation activities, employee benefit programs, workers' compensation, leave of absence,...


  • Montgomery, United States SimplyApply Full time

    Overview:SMS is seeking highly motivated experienced Information Systems Security Manager (ISSM) in support of a dynamic team at Maxwell AFB, Gunter Annex, AL. The ISSM will support the Senior Security Architect maintain the authorization of the systems throughout its lifecycle. Provide support and technical expertise related to Defense in Depth principles...


  • Montgomery, United States SMS Data Products Group, Inc. Full time

    Overview:If you want to know about the requirements for this role, read on for all the relevant information.SMS is seeking highly motivated experienced Information Systems Security Manager (ISSM) in support of a dynamic team at Maxwell AFB, Gunter Annex, AL. The ISSM will support the Senior Security Architect maintain the authorization of the systems...


  • Montgomery, United States SMS Data Products Group, Inc. Full time

    Overview:SMS is seeking highly motivated experienced Information Systems Security Manager (ISSM) in support of a dynamic team at Maxwell AFB, Gunter Annex, AL. The ISSM will support the Senior Security Architect maintain the authorization of the systems throughout its lifecycle. Provide support and technical expertise related to Defense in Depth principles...


  • Montgomery, Alabama, United States Targeted Solutions, LLC Full time

    The Targeted Solutions, LLC is seeking a highly skilled and experienced Cyber Security Operations Manager to join our team. This role involves ensuring the security posture of an information system is maintained at all times.Salary: Up to $47.95/hourlyThis position requires close collaboration with the ISSM and ISO to develop and update authorization...

  • EHS Manager

    3 weeks ago


    Montgomery, United States Lear Corporation Full time

    Lear For You We work hard for the people who work for us. We champion our teams. We foster collaboration, inclusion, respect and excellence. What we are trying to say is we want to be more for you. We are your path to a better career, a better future, and a better you. Our teams have invented groundbreaking technologies, flawlessly manufactured millions of...


  • Montgomery, United States Ascent Hospitality Full time

    ESSENTIAL FUNCTIONS: Monitor and evaluate all department daily scheduling and activities to ensure the successful operation of hotel facilities, services and amenities. Partner with GM to create a positive work environment Serve as a support resource for front line staff in all departments. Conduct daily walk-through and quality checks to drive exceptional...


  • Montgomery, United States Ascent Hospitality Full time

    ESSENTIAL FUNCTIONS: Monitor and evaluate all department daily scheduling and activities to ensure the successful operation of hotel facilities, services and amenities. Partner with GM to create a positive work environment Serve as a support resource for front line staff in all departments. Conduct daily walk-through and quality checks to drive exceptional...


  • Montgomery, Alabama, United States Air Education and Training Command Full time

    Job DescriptionAs a Maintenance Worker Supervisor with the Air Education and Training Command, you will play a critical role in ensuring the smooth operation of our facilities. This is an exciting opportunity to utilize your leadership skills and experience in maintenance operations to supervise a team of lodging maintenance workers.About the PositionThis...