Incident Support Manager

AMERICAN SYSTEMS•Ashburn, VA

5d•$110,800 - $185,100

About The Position

AMERICAN SYSTEMS is seeking an experienced Incident Support Manager to lead incident management and major-incident coordination in a large, mission-critical government network operations environment. The role supports rapid restoration of network infrastructure and services, minimizes business impact, coordinates Tier 1 and Tier 2 response activities, and serves as the contractor point of contact for major incident support. The manager works closely with the Incident Manager, Government Supervisors, Technology Service Desk, Enterprise Operations Center, Duty Officer, Tier 3 support, and other stakeholders to ensure incidents are managed, escalated, reported, resolved, and closed according to established processes and service levels. The position supports a 24x7x365 network operations environment and requires technical expertise in routing and switching, with firewall and/or load-balancing expertise. The manager also maintains the Incident Management process and ensures that work products, records, metrics, and reports are accurate, complete, timely, and compliant with contract requirements.

Requirements

Bachelor’s degree.
At least 10 years of experience in network operations, including progressive responsibility for enterprise network incident response and service restoration.
At least 6 years of experience as a routing and switching, firewall, and/or load-balancing subject matter expert at a Level III capability.
CCNP-, CCDP-, or CCIE-level technical capability in routing and switching, with firewall and/or load-balancing expertise.
Demonstrated ability to coordinate technical teams, manage escalations, communicate with senior stakeholders, and produce concise operational reports.
Experience managing major incidents, Tier 1/Tier 2 operations, incident command, and cross-functional technical escalations.
Working knowledge of IT service management tools, network performance monitoring tools, ticketing systems, CMDB processes, and operational dashboards.
Experience with incident trend analysis, service-level reporting, problem management handoffs, root-cause investigations, and continual service improvement.
Ability to obtain Public Trust.

Nice To Haves

Experience supporting a federal or other large enterprise network operations center.
Secret or Top Secret clearance preferred.
ITIL certification.
CCNP, CCDP, or CCIE certification with routing and switching/firewall/load-balancing expertise.

Responsibilities

Lead incident management support for a 24x7x365 network operations environment.
Plan, coordinate, monitor, and report activities required to remediate incidents and restore affected network infrastructure and services as quickly as possible.
Coordinate incident triage, categorization, criticality and impact assessment, prioritization, troubleshooting, workaround use, escalation, communications, and resolution in accordance with processes and SOPs.
Act as the contractor point of contact for major incident support and coordination, providing clear, timely status communications to the Government Incident Manager, Government Supervisors, and affected stakeholders.
Serve as the first stage of escalation for incidents and coordinate engagement of the Technology Service Desk, on-site support groups, Enterprise Operations Center, Duty Officer, Tier 3 support, and other required points of contact.
Manage Tier 1 and Tier 2 incident response activities, ensuring tickets are accurately logged, categorized, updated, escalated, and resolved within established service agreements.
Conduct or support regular incident reviews and evaluations to identify trends, service-impacting patterns, and opportunities to improve incident management processes.
Collaborate with government incident management personnel, network operations teams, engineering organizations, service desk personnel, and other stakeholders during normal and major incident operations.
Maintain effective implementation of the Incident Management process and ensure work products, records, metrics, and reports are accurate, complete, timely, and compliant with contract requirements.
Support continuous operational readiness, including participation in scheduled meetings, exercises, transition activities, and surge support when required.
Perform other incident management and network operations support tasks within the scope of the NOC NMSS effort.