Incident/Problem Coordinator

7 days ago(1/10/2018 9:51 AM)
Job ID


About DMI

DMI is a leading provider of mobile enterprise solutions and services, including mobile strategy, mobile UX and app solutions, omni-channel commerce, mobile brand and marketing, big data management and analytics, and secure mobile device, app and data management. The company’s commitment to excellence in service delivery has resulted in dramatic growth and an expanding client base that includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Bethesda, MD, with satellite offices all around the world. The company has been named one of the Top 2014 Workplaces in the Washington DC area by the Washington Post, and has been awarded Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at

Careers at DMI



About the Opportunity

Digital Management, Inc. (DMI) is seeking an Incident / Problem Coordinator for the Defense Manpower Data Center (DMDC) in Seaside, CA. The employee will monitor restoration progress of all major incidents (i.e., operational outages) across the enterprise and lead coordination activities among all relevant stakeholders, including internal and external resources. The employee will engage in and drive restoration for any critical business area affected by service interruption. When not supporting active incidents, the employee will assist with root cause analysis (RCA) and the development of corrective/preventive action plans, soliciting input from and interacting with management, customers, and other stakeholders to improve existing processes, procedures, and methods.




  • Participate in on-call rotation among staff who support a critical production infrastructure in a 24x7x365 environment.
  • Provide front-line event management and fault monitoring.
  • Be responsible for ensuring that action items identified during incidents are created in near real-time, tracked, and completed following service restoration or incident conclusion.
  • Lead post-incident, fact-finding endeavors that perform RCA and which recommend corrective and preventative actions.
  • Write and distribute after action reports (AARs) for incidents.
  • Produce qualitative and quantitative trend analysis, dashboards, and reports that describe incident and service restoration metrics and trends.
  • Synthesize incident information and trends, communicate to, and collaborate with key stakeholders to improve incident and problem resolution through data-driven decision making.
  • Assist with the creation and maintenance of incident- and problem-related documentation, including standard operating procedures (SOPs).



Education and Years of Experience:   

  • Bachelor’s degree in information technology (IT) field or equivalent IT professional work or military experience.

Required Skills/Certifications:     

  • Availability to provide 24x7x365 support while operating in a rotational, on-call status.
  • A keen sense of urgency to facilitate prompt incident identification and resolution.
  • Ability to analyze complex technical problems requiring diagnosis, testing, and identification of the most appropriate approach.
  • Incredible verbal and written communication skills required to gather, synthesize, and analyze highly technical information from subject matter experts (SMEs) and to provide clear and concise status updates to diverse technical and non-technical stakeholders.
  • Ability to organize, facilitate, and lead meetings, conference calls, and collaboration forums.
  • Information Technology Infrastructure Library (ITIL) Foundation certificate required within six months of employment.

Desired Skills/Experience:

  • Experience working in a 24x7x365 data center, service operations center (SOC), or similar fast-paced, high-demand environment.
  • Strong understanding of data center infrastructure, including: UNIX, Linux, VMWare ESX, Oracle, and network equipment and operations.
  • Experience using Microsoft Excel or similar software to manipulate and interrogate data to produce trend analysis, pivot tables, and other graphs and charts.
  • Experience supporting the US military, Department of Defense (DoD), or military-industrial complex as a service member, civilian, contractor, or consultant.
  • Additional ITIL certifications beyond ITIL Foundation.


Location: Seaside, CA.


Clearance: The position requires a Public Trust, or Secret or Top Secret security clearance.


Physical Requirements: N/A

Working at DMI

DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veteran/Disabled.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.



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