We are seeking an experienced and detail-oriented ITIL Network Incident Management Quality Assurance Lead to ensure the highest standards of quality in our IT network incident management processes. The ideal candidate will develop and implement quality assurance processes aligned with ITIL best practices, focusing on the effective handling and resolution of IT incidents to minimize service disruptions and maintain optimal IT service delivery. Responsibilities include managing and mentoring the network incident management QA team, identifying and tracking program risks and action items to closure, establishing and maintaining close working relationships with other areas, service providers, customers, and technical staff, delivering briefings and training to leadership and teams, ensuring senior management is informed of activities and issues, ensuring compliance with process-specific standards and policies, developing and utilizing ServiceNow dashboards and tools, supporting measurement and reporting for meetings, identifying areas for improvement and recommending solutions, managing end-to-end projects, maintaining project documentation, leading efforts to ensure high performance and quality, developing and maintaining quality metrics and KPIs, establishing goals and objectives for teams, raising and resolving issues, monitoring and analyzing incident metric data, collaborating with network operations and engineering teams, developing and implementing quality assurance strategies for capacity management, and creating and presenting regular reports on network availability and quality metrics. Qualifications include TS/SCI with polygraph clearance, a bachelor's degree in Computer Science, Information Technology, or equivalent experience, 10+ years in network operations or quality assurance, knowledge of Service Management workflows and ITSM processes, ITIL V3 or 4 certification, experience with Network Incident Management processes, hands-on experience with incident management tools like ServiceNow and Remedy, strong understanding of network technologies and capacity management, proficiency in QA methodologies, excellent analytical and problem-solving skills, strong communication skills, ability to work in a fast-paced environment, understanding of network protocols and technologies such as TCP/IP, MPLS, SDN, experience with network monitoring and performance management tools, and desired experience in leadership or mentoring roles and advanced ITIL certifications.
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