Incident Manager

The Incident Manager leads incident management activities for the FSA IAM systems. This role ensures quick detection, response, and resolution of incidents to minimize disruption to FSA users, applications, and services. The Incident Manager follows FSA’s incident and problem management processes, coordinates with internal teams and external partners, and provides clear communication and reporting during incidents.

The Incident Manager supports the overall FSA Incident Management Process and follows FSA guidelines for reporting production and non-production incidents. They open or create FSA incident tickets for issues affecting systems or integrated applications, joins incident calls, and examines logs. They provide updates to FSA leadership during major incidents, deliver detailed initial assessment summaries, and notify impacted teams once issues are fixed. The role includes performing real-time technical analysis, reviewing analytics for possible breaches, escalating COTS/GOTS issues to vendors, and managing incidents related to IAM that may require support from other systems. They also support incident management reporting from AIMS and PAS customers, participate in security incident management, provide incident and event analysis support, and deliver mandatory after-hours and peak period coverage as required.

- Strong knowledge of IT incident and problem management processes
- Excellent ability to remain calm and lead under pressure during major incidents
- Solid technical understanding of identity and access management systems
- Clear verbal and written communication skills for updates and reporting
- Ability to analyze logs, data, and system information quickly
- Experience coordinating with technical teams, vendors, and stakeholders
- Strong organizational skills to track actions, timelines, and resolutions
- Familiarity with federal IT environments and compliance requirements
- Availability and flexibility for after-hours and on-call support
- Proficiency with ticketing systems and collaboration tools