Incident Management Specialist – Launch & Deployment Support

Ampcus Inc. • Mclean, VA

5d • Hybrid

About The Position

We are seeking an experienced Incident Management Specialist to support large-scale deployments and launch events. This role is critical in ensuring seamless incident support during event launches and throughout the warranty period, as well as driving ongoing process management and continuous improvement post-launch. The ideal candidate will bring strong technical troubleshooting skills, exceptional communication abilities, and a disciplined approach to incident management operations.

Requirements

• Proven experience in incident management, including ticket triage, coordination, and resolution
• Strong technical troubleshooting, diagnostic, and problem-solving skills
• Exceptional verbal and written communication skills, particularly in high-pressure situations
• Proficiency with Jira incident ticketing systems and related administrative activities
• Demonstrated ability to stay highly organized, maintain attention to detail, and consistently follow defined processes

Nice To Haves

• Experience with process management and continuous improvement initiatives
• Prior support of large-scale launch events or complex deployments requiring shift coverage
• Ability to create, maintain, and improve incident documentation, playbooks, and operating procedures
• Experience conducting Root Cause Analysis (RCA) and implementing preventive and corrective actions

Responsibilities

• Manage and coordinate incidents during deployment and launch events, providing shift-based support as required
• Gather, analyze, and validate incident ticket details to ensure accuracy and completeness
• Understand key incident actions, identify appropriate Points of Contact (POCs), and facilitate timely resolution
• Lead and participate in incident-related leader calls, delivering clear, concise, and timely verbal and written updates
• Use Jira for incident tracking, ticket management, and administrative tasks
• Ensure adherence to established incident management processes while identifying opportunities for improvement
• Maintain detailed incident documentation, including timelines, actions taken, and outcomes
• Support continuous improvement efforts by capturing lessons learned after each event

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed