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Job Details

Incident Management Analyst - TS/SCI with Polygraph Job

Company name
General Dynamics Information Technology

Las Cruces, NM

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Job Description


Provides Incident Management subject matter expertise.

Provides analytical and technical support to projects involving training, and operational documentation.

Gathers, processes, and analyzes operational ticket data.

Identifies and recommends emergent relevant technologies that may result in improvements to current processes.

Writes and updates project documentation including system procedures, presentations, and training materials.

May provide guidance and work leadership to less-experienced staff.

Maintains current knowledge of relevant technologies and subject areas.

Participates in special projects as required.

Day to day duties:

Reviews and accepts Incident tickets assigned to the support group.

Facilitates resolution of escalated Incident tickets.

Monitor assigned tickets queues to ensure SLA targets are met.

Report any ticket SLA breaches to Program Management and the customer.

Drives process efficiency and effectiveness. Ensures Incident compliance to policy, process, and procedures.

Provides input to management regarding staff's Incident Management skill levels.

Ensures Incident escalations follow the correct escalations path.

M onitors metrics produced by the process and procedures regular and accurate management reports.

Completes quality review on all Incident tickets with Resolved Status.

Closes Incident Tickets that have been reviewed for quality.

Provides mitigation statements for breached Incident Tickets.

Provide Incident Management training to new employees that onboard onto the contract.

Provide refresher Incident management training for the employees on the contract.

Review and update Incident management training, documentation, and procedures annually.

Provide Incident metrics as required by management and the customer.


Bachelors Degree in a related technical or military discipline, or the equivalent combination of education, professional training, or work/military experience.


5-8 years of related experience supporting military operations.

2-5 years of related experience in incident management.

Due to the sensitive nature of the work being done for this government client; all candidates must hold a TS/SCI with Polygraph.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.



Job Criteria:

Start Date:

Position Type: Full-Time Permanent

Years of Experience Required:

Education Required:

Overnight Travel:

Vacation Time:

Company info

General Dynamics Information Technology
Website :

Company Profile
General Dynamics, headquartered in Falls Church, Virginia, employs approximately 96,000 people worldwide. The company is a market leader in business aviation; land and expeditionary combat systems, armaments and munitions; shipbuilding and marine systems; and information systems and technologies. More information about General Dynamics is available online at

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