IT Operations & Incident Response Manager (Senior)

DecisionPoint | Cortek•Chicago, IL

11d•Onsite

About The Position

DecisionPoint seeks a Senior IT Operations & Incident Response Manager to coordinate daily operational monitoring, incident triage, outage recovery, and service-restoration activities for the USMEPCOM ENLIST program. Working under the Systems / Network Administrator Lead / ORT Lead, the manager mobilizes technical teams, coordinates approved recovery procedures, maintains incident timelines, and ensures accurate status communications during active outages. The role integrates response activities with the Service Desk and applicable ITSM processes and supports incident reporting, root-cause analysis, and corrective-action tracking. This on-site position is based in N. Chicago, Illinois, and requires work on-site five days per week. It supports a 24/7/365 outage-response capability and may require availability outside normal business hours. The successful candidate will use operational judgment and incident-coordination experience to organize multiple technical teams during time-sensitive service disruptions. The position requires an active Secret clearance or higher and a current ITIL Foundation certification. Applicants acknowledge that their resume may be included in an active competitive government contract bid.

Requirements

Active Secret clearance or higher.
Bachelor’s degree in Information Technology or a related field, or equivalent relevant professional experience.
Minimum of 7 years of relevant experience in IT operations, computer operations, incident management, infrastructure support, systems administration, or network operations.
Current ITIL Foundation certification.
Ability to work on-site in N. Chicago, Illinois, five days per week.
Ability to support outage-response activities outside normal business hours when required.

Nice To Haves

Current Cisco Certified Network Associate, CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification.
Experience coordinating major-incident or outage-response activities in a federal or DoD environment.
Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team.
Experience managing SEV 1, SEV 2, and SEV 3 incidents using defined escalation and communications procedures.
Experience coordinating infrastructure, network, systems, application, database, cloud, storage, and vendor teams during service disruptions.
Experience maintaining incident timelines, action trackers, communications records, and recovery documentation.
Experience providing recurring incident-status updates to Government, technical, and executive stakeholders.
Experience supporting root-cause analysis and tracking corrective and preventive actions.
Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, service continuity, and knowledge-management practices.
Experience using ServiceNow or a comparable ITSM platform for incident, problem, change, configuration, and knowledge management.
Familiarity with enterprise monitoring, event-management, alerting, network-performance, and observability tools.
General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations.
Experience developing incident metrics, operational reports, outage analyses, dashboards, and leadership briefings.
Strong crisis coordination, organization, communication, documentation, decision-making, and follow-through skills.
Ability to manage multiple technical teams, assignments, dependencies, and deadlines during high-impact incidents.

Responsibilities

Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure.
Review operational alerts, outage notifications, service degradation reports, and end-user incident reports.
Receive, log, validate, classify, prioritize, and triage outage notifications from monitoring tools, Service Desk personnel, technical teams, and end users.
Work under the direction of the Systems / Network Administrator Lead / ORT Lead during outage-response and recovery activities.
Mobilize appropriate infrastructure, network, systems, application, database, cloud, storage, vendor, and Government support teams.
Establish and maintain incident bridges, communications channels, ticket records, action trackers, and restoration timelines.
Coordinate execution of approved diagnostic, mitigation, workaround, recovery, and service-restoration procedures.
Track technical assignments, responsible teams, dependencies, actions, decisions, target times, and current restoration status.
Maintain a complete incident timeline covering detection, notification, triage, escalation, diagnosis, mitigation, recovery, validation, and closure.
Provide accurate status updates at intervals not exceeding one hour during active SEV 1 and SEV 2 outages.
Prepare operational updates for the ORT Lead, Service Desk Branch Chief, Government stakeholders, and program leadership.
Coordinate Service Desk messaging and ensure internal stakeholders receive consistent, approved outage communications.
Respond to Government requests for incident status, technical findings, recovery estimates, and supporting information.
Escalate unresolved issues, resource constraints, vendor delays, technical dependencies, and restoration risks to the ORT Lead.
Coordinate vendor, carrier, utility, cloud-provider, subcontractor, and third-party support engagement as directed.
Track temporary workarounds and contingency measures when full restoration is not immediately possible.
Confirm recovery actions are appropriately approved and executed by authorized technical personnel.
Coordinate service-validation activities to confirm affected systems and functionality have been restored.
Support development of written incident reports following service restoration.
Collect incident details, technical findings, logs, ticket records, communications, timelines, actions, and supporting evidence for post-incident reporting.
Support root-cause analysis sessions and document contributing factors, technical causes, process gaps, corrective actions, and preventive recommendations.
Track post-incident corrective and preventive actions through completion.
Integrate outage-response activities with incident, problem, change, configuration, availability, continuity, and knowledge-management processes.
Ensure incident records are complete, accurate, consistent, and suitable for operational metrics, audits, and Government review.
Support quarterly reviews and updates of the operational Incident Response Plan.
Participate in outage-response exercises, tabletop reviews, call-tree validations, readiness assessments, and escalation tests.
Maintain incident-response procedures, contact lists, escalation paths, checklists, communications templates, and knowledge articles.
Develop incident-volume, response-time, restoration-time, severity, trend, and recurring-cause reports.
Identify opportunities to improve monitoring, triage, escalation, communications, documentation, and restoration workflows.