Incident Support Manager

This program is required to provide ongoing support for the agencies Network Operations Center (NOC) and Wireless Network Operations Center (WNOC), which are critical components within the Office of Information and Technology (OIT), Enterprise Infrastructure and Operations Directorate (EIOD), and Network Operations Division (NOD). These centers perform real-time monitoring, proactive maintenance, incident detection and response, problem resolution, and network performance reporting across the agencies nationwide enterprise. They ensure network stability, availability, and the rapid escalation and resolution of technical issues. 

Position Description: The Incident Manager is responsible for overseeing the timely restoration of network infrastructure and service operations to minimize business impact. This role serves as the primary point of contact (POC) for Major Incidents and coordinates incident response activities across multiple teams. The Incident Manager ensures incidents are managed in accordance with agency policies and processes, provides leadership for Tier 1 and Tier 2 incident responses, and drives continuous improvement of the Incident Management process.

Requirements

• 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 agency 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 agency Incident Management process and ensuring that incidents are managed and reported in accordance with the agency 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 agency Incident Manager for the on-going improvement of the Incident Management Process. 

Required Skills:

• A minimum of ten (10) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.

• Bachelors degree in related technical fields such as Management Information Systems, Computer Science, Engineering, IT, Networking, and Communication. 

• ITIL v3 or v4 certification Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).

• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.

• Showcase leadership abilities by managing projects and teams.

• Be proficient in project management and have knowledge of security and compliance issues.

• Strong knowledge of network infrastructure, systems, and operations.

• Experience with incident management processes and IT service management (ITSM) frameworks (e.g., ITIL).

• Proven ability to lead and coordinate Tier 1 and Tier 2 incident response teams.

• Excellent communication and coordination skills with both technical teams and agency stakeholders.

• Experience in escalation management, troubleshooting, and problem resolution.

• Ability to work under high-pressure situations to restore critical services.

• Strong analytical and decision-making skills to assess incidents and determine effective remediation strategies. 

Preferred Skills 

• Certifications such as CCNA, CCNP, CIM

• Experience supporting federal or large-scale enterprise network environments.

• Familiarity with monitoring and alerting tools for servers, applications, and network devices.

• Knowledge of incident reporting metrics and dashboards for management visibility. 

Soft Skills: 

• Leadership: Guides incident response teams and motivates personnel during critical events.

• Communication: Clearly conveys technical issues and incident status to stakeholders at all levels.

• Problem Solving: Quickly identifies root causes and implements effective solutions.

• Collaboration: Works effectively with cross-functional teams and external partners.

• Customer Focus: Committed to minimizing service disruptions and maintaining agency satisfaction.

• Adaptability: Responds effectively to rapidly changing situations and priorities.

• Accountability: Takes ownership of incident outcomes and ensures timely resolution. 

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance