24/7 Incident Command Lead – Network Operations

AMERICAN SYSTEMS; Ashburn (VA); Sur place; USD 111 000 - 185 000; Plein temps

Résumé du poste

AMERICAN SYSTEMS is seeking an experienced Incident Support Manager to lead incident management for a large government network operations environment. The role entails coordinating 24x7x365 response, triage, escalation, and rapid restoration of services to minimize business impact.

You will partner with Government Supervisors, Service Desk, and Tier 3 teams to ensure incidents are logged, tracked, and resolved within established SLAs, with clear communications and documentation for stakeholders.

Qualifications

• Bachelor's degree required.
• 10+ years in network operations with incident response experience.
• 6+ years as SME in routing/switching or firewall/load balancing (Level III).
• CCNP/CCDP/CCIE-level capability in routing and switching.
• Experience with major incidents, Tier 1/2, and incident command.
• Familiarity with IT service management tools and ticketing systems.
• Root-cause analysis and continual service improvement experience.

Responsabilités

• Lead incident management for a 24x7 network operations environment.
• Coordinate triage, categorization, criticality, impact, prioritization, troubleshooting, escalation and resolution.
• Act as contractor POC for major incident support and communications.
• Manage Tier 1/2 incident response and ticketing within SLAs.
• Conduct incident reviews to identify trends and improvements.
• Collaborate with government incident management, network teams, and service desks.
• Maintain accurate work products, metrics, and reports.
• Support readiness activities and surge events.

Connaissances

Incident management

Network operations

Stakeholder communication

Escalation management

Leadership

Formation

Bachelor's degree

Outils

CMDB processes

Ticketing systems

Performance monitoring tools

ITIL certification

Description du poste

AMERICAN SYSTEMS is seeking an experienced Incident Support Manager to lead incident management for a large government network operations environment. The role entails coordinating 24x7x365 response, triage, escalation, and rapid restoration of services to minimize business impact.

You will partner with Government Supervisors, Service Desk, and Tier 3 teams to ensure incidents are logged, tracked, and resolved within established SLAs, with clear communications and documentation for stakeholders.