Principal Operations & Sustainment Engineer

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history. The Payload and Ground Systems, a division within Northrop Grumman’s Space Systems Sector is known for pushing the boundaries of innovation, redefining engineering capabilities, and driving advances in various sciences through cutting-edge technology. Our team is chartered with providing the skills, and innovative technologies to develop, design, produce, and sustain optimized product lines across the sector while providing a decisive advantage to the warfighter. Come be a part of our mission! Northrop Grumman Space Systems is seeking an Operations & Sustainment Engineer to join our team based in the Aurora, Colorado area at Buckley AFB. The Operations & Sustainment Engineer will oversee all aspects of the incident management process, from evaluation to resolution. As Incident Manager, the Operations & Sustainment Engineer will record all issues and helps to design ways to prevent similar problems in the future. They will manage technical support teams, create procedures to deal with problems and develop solutions. Additional job duties/responsibilities include: Analysis and reporting of incident trend data to identify and eliminate root causes. Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure. Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution. Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records. Facilitating and coordinating technical meetings. Facilitating postmortem investigations into high impact results. Providing governance for root cause analysis between technical teams. Production of statistics and reports to demonstrate performance of the Incident and Problem Management process. Create and submit knowledge articles. Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible. Assign Incidents to appropriate Tier 2 Support Group. Keep Incident tickets updated with a current status at agreed intervals. Document troubleshooting steps and service restoration details. Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.). Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected. Verify resolution with users and resolve Incidents in ITSM tool. Escalate Major Incidents to the appropriate T2/3 Support Groups. Point of contact for all Major Incidents. Owns all Incidents throughout the lifecycle.