Incident Support Manager

TekSynap • Springfield, VA

8h • Onsite

About The Position

We are seeking an Incident Support Manager to join our team supporting a national law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting. The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians and handles approximately 4,000 tickets a month.

Requirements

• At least Ten (10) Plus years of experience in equivalent technical field
• A minimum of Ten (10) years’ experience in network operations.
• Routing and switching/Firewall (FW)/load balancing SME with Six (6) Plus years.
• Bachelor’s Degree in related technical field. or equivalent experience
• Background Investigation is required
• U.S. Citizen

Nice To Haves

• ITIL, Level III CCNP, CCDP, or CCIE

Responsibilities

• The Incident Support Manager supports the restoration of network infrastructure, and service operation as quickly as possible to minimize the impact to business operations.
• Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation efforts.
• Responsible for communicating with the Incident Manager and other GSs for all Incidents.
• Will act at the contract Point of Contract (POC) for all Major Incident support and coordination.
• Responsible for the effective implementation of the Incident Management Process and ensuring that incidents are managed and reported in accordance with the Incident Management process.
• Is the representative for the first stage of escalation for Incidents.
• Responsible for managing Tier 1 and Tier 2 incident responses.
• Responsible for ensuring that all incidents are properly resolved and closed.
• Responsible for providing recommendations to the Incident Manager for the on-going improvement of Incident Management Process.

Benefits

• We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees