Ken Gratton

Incident Problem Management Technical Team Lead @Inserso Corporation

Under a DoD Top-Secret contract, provides support to the entire community of users of the U.S. Immigration and Customs Enforcement (ICE), including law enforcement agents, civil servants, and senior leadership. • Oversees the Incident/Problem Coordination Team serving as the primary point of contact for ICE Office of the CIO, responsible for coordinating and executing the monitoring, reporting, tracking, and updating of any incidents, problems, changes, outages, or other events that affect the ICE enterprise. • Offers 24x7x365 support, encompassing Incident Management, Change Management, Knowledge Management, Problem Management, and Training for all new Enterprise Support Services employees. • Manages team including Problem Managers, Incident Analysts, Change Management Analysts, and Knowledge Management Analysts, clearly communicating tasks and reprioritizing work as incident and problem management priorities require. • Manages Incident Coordination, following and ensuring standardized SOPs are up-to-date. Oversees 24x7x365 monitoring of the ICE infrastructure (e.g, physical, virtual, cloud servers, messaging infrastructure), identifying issues for resolution proactively using tools including SCOM and automated email alerts and communicating critical alerts and information with designated POCs (e.g, Watch Officers, system owners, stakeholders). • Manages Problem Management tasks, including impact assessments, identifying and analyzing trends, providing Root Cause Analysis’(RCAs), and performing comparative analysis. • Ensures team follows proper ticketing procures with a master ticket and After Action Report (AAR) for all incidents and outages, using ServiceNow for ticketing.