Job Description

TCI has an immediate need for an Incident and Problem Manager in Hanscom AFB in MA. This is not a Corp2Corp opportunity. This is a long-term contract opportunity with the probability of hire. In addition to competitive, market-rate based pay, TCI provides all our Consultants with Comprehensive Medical/Dental Insurance, 401k, Life Insurance and Long-Term Disability benefits.

Please note that this position requires an Active DoD Secret Security Clearance.


The Incident and Problem Manager is responsible for leading and providing the Incident and Problem Management Processes. This role coordinates timely resolution of problems by taking ownership, driving root cause analysis tasks, assigning action items to various internal & external partners, and following up on completion of action items. This position is onsite at Hanscom AFB in Boston, Ma.


  • Demonstrated experience in consulting with a specialization in business and operational process change.
  • Provides process engineering technical support expertise to production activities and plant projects to improve unit operations.
  • Analyzes processes and re-engineering alternatives, with an understanding of technical problems and solutions as they relate to the current and future business environment.
  • Creates process change by integrating new processes with existing ones and communicating these changes to impacted Business Systems teams.
  • Performs supply chain analyses and develops related recommendations.
  • Uses analyses to develop recommended operational improvements, lowering costs and improving customer service.
  • Recommends and facilitates quality improvement efforts, such as Six Sigma, ISO 9004.
  • Has specialized experience in modeling business processes and requirements (using structured tools and techniques, i.e. use-case scenarios) and integrating them with data and system architectural models and requirements.
  • Demonstrated ability to multitask and work under pressure.
  • Effective oral and written communication.
  • Strong analytical, facilitation and process mapping skills.
  • Advanced computer skills.
  • Knowledge of application development methodologies and tools.
  • Knowledge of software implementations.
  • Career level with a complete understanding and wide application of technical principles, theories and concepts.
  • Working under only general direction, provides technical solutions to a wide range of difficult problems.
  • Independently determines and develops approach to solutions
  • 7+ years of IT Service Management experience
  • Bachelor’s degree in Business, Computer Science or a related field.
  • Project management experience preferred.
  • Provide analysis, consulting, and recommendations on best practices for solutions that scale and are flexible to a changing I&O ecosystem
  • Coach, mentor and motivate service delivery managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfaction
  • Communicate IT Service Management/IT Service Delivery concepts and processes to all levels of partners
  • Experience working within the ITIL Framework with formal Service Management including incident management, change management, asset management, configuration management (CMDB), and knowledge management
  • Understanding of IT Service Management Tools and Service Level Agreements
  • BMC Remedy Software
  • CMDB databases and Configured Items (Cis)
  • Experience creating and documenting IT processes
  • ITILv4 Foundations certification
  • ITIL Intermediate certification preferred
  • Able to clearly articulate understanding of Problem, Incident, Change and Event Management processes
  • Experience/knowledge in development of procedures and management of processes
  • Strong verbal and written communication skills to include use of proper grammar and punctuation
  • Presentation skills
  • Able to grasp technical concepts
  • Demonstrated experience with the following tools preferred: BMC Remedy, Microsoft Office Suite
  • Must be able to perform several tasks at once
  • Must be able to work in a fast-paced environment
  • Must be able to rotate between job tasks
  • Must be able to coordinate multiple and changing priorities
  • Must be able to work outside of normal business hours.
  • Must be proficient with BMC Remedy applications of Incident, Problem, Event, Change and Request, Configuration Management Database (CMDB), Service Level Management (SLM), Performance Analytics, and Tableau
  • Must have a current Active DOD Secret

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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