IT Operations & Incident Response Manager (Senior)

Computer World Services•North Chicago, IL

10d•$120,000 - $150,000•Onsite

About The Position

Computer World Services, Corp. (CWS) is seeking a Senior IT Operations & Incident Response Manager to coordinate daily operational monitoring, incident triage, outage recovery, and service restoration for the USMEPCOM ENLIST program. Reporting under the Systems / Network Administrator Lead / Outage Response Team (ORT) Lead, the manager mobilizes technical teams, coordinates approved recovery procedures, maintains detailed incident timelines, and ensures accurate status communications during active outages. The role integrates outage response with the Service Desk and applicable ITSM processes and supports incident reporting, root-cause analysis, and corrective-action tracking. It requires sound operational judgment and the ability to organize multiple technical teams during time-sensitive service disruptions. The position is on-site in N. Chicago, Illinois, five days per week, with no telework, and may require availability outside normal business hours to support a 24/7/365 outage-response capability. The contract period of performance is March 1, 2027, through February 28, 2033, with a contract start date of March 1, 2027. Applicants acknowledge and consent to having their resume included in an active competitive Government contract bid.

Requirements

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

Nice To Haves

Experience coordinating major-incident or outage-response activities in a federal or DoD environment, including SEV 1–3 incidents managed under defined escalation and communications procedures.
Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team.
Experience providing recurring incident-status updates to Government, technical, and executive stakeholders.
Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, continuity, and knowledge-management practices.
Experience using ServiceNow or a comparable ITSM platform, and familiarity with enterprise monitoring, event-management, and observability tools.
General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations.
Strong crisis-coordination, communication, documentation, and decision-making skills.
Cisco Certified Network Associate (CCNA), CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification.

Responsibilities

Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure.
Receive, log, validate, classify, prioritize, and triage outage notifications and alerts from monitoring tools, the Service Desk, technical teams, and end users.
Under the direction of the ORT Lead, mobilize 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; track assignments, dependencies, decisions, and target times.
Maintain a complete incident timeline from detection and notification through escalation, diagnosis, mitigation, recovery, validation, and closure.
Provide status updates at intervals not exceeding one hour during active Severity (SEV) 1 and SEV 2 outages; coordinate consistent Service Desk messaging and respond promptly to Government requests for status and recovery estimates.
Coordinate authorized personnel's execution of approved diagnostic, mitigation, workaround, and recovery procedures, and coordinate service validation to confirm restoration.
Escalate unresolved issues, resource constraints, vendor delays, and restoration risks to the ORT Lead; coordinate vendor, carrier, utility, cloud-provider, and third-party engagement as directed.
Collect incident evidence, support written incident reports and root-cause analysis sessions, and track corrective and preventive actions through completion.
Integrate outage response with incident, problem, change, configuration, availability, continuity, and knowledge-management processes, and ensure incident records are suitable for metrics, audits, and Government review.
Support quarterly Incident Response Plan reviews, outage-response exercises, tabletop reviews, and call-tree validations; maintain procedures, contact lists, escalation paths, and templates.
Develop incident-volume, response-time, restoration-time, severity, and trend reports, and recommend improvements to monitoring, triage, escalation, and restoration workflows.