Incident Management Specialist – Launch & Deployment Support

Ampcus Inc; Richmond (VA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Ampcus Inc is seeking an experienced Incident Management Specialist to support large-scale deployments and launch events in Richmond, Virginia. This critical role requires strong technical troubleshooting skills and exceptional communication abilities. The candidate will manage incidents, ensure adherence to processes, and capture lessons learned. Proficiency with Jira and experience in incident management are essential. This is a hybrid position with a duration of 6 months and the potential for extension.

Qualifications

• Proven experience in incident management, including ticket triage, coordination, and resolution.
• Strong technical troubleshooting, diagnostic, and problem-solving skills.
• Exceptional verbal and written communication skills, particularly in high-pressure situations.

Responsibilities

• Manage and coordinate incidents during deployment and launch events.
• Gather, analyze, and validate incident ticket details.
• Lead and participate in incident-related leader calls.

Skills

Incident management

Technical troubleshooting

Communication skills

Jira proficiency

Organizational skills

Tools

Jira

Job description

Incident Management Specialist - Launch & Deployment Support

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Location: Mclean, VA - Hybrid

Duration: 6 months assignment with the possibility of extension

Job Description

We are seeking an experienced Incident Management Specialist to support large-scale deployments and launch events. This role is critical in ensuring seamless incident support during event launches and throughout the warranty period, as well as driving ongoing process management and continuous improvement post-launch. The ideal candidate will bring strong technical troubleshooting skills, exceptional communication abilities, and a disciplined approach to incident management operations.

Key Responsibilities

• Manage and coordinate incidents during deployment and launch events, providing shift-based support as required
• Gather, analyze, and validate incident ticket details to ensure accuracy and completeness
• Understand key incident actions, identify appropriate Points of Contact (POCs), and facilitate timely resolution
• Lead and participate in incident-related leader calls, delivering clear, concise, and timely verbal and written updates
• Use Jira for incident tracking, ticket management, and administrative tasks
• Ensure adherence to established incident management processes while identifying opportunities for improvement
• Maintain detailed incident documentation, including timelines, actions taken, and outcomes
• Support continuous improvement efforts by capturing lessons learned after each event

Required Qualifications

• Proven experience in incident management, including ticket triage, coordination, and resolution
• Strong technical troubleshooting, diagnostic, and problem-solving skills
• Exceptional verbal and written communication skills, particularly in high‑pressure situations
• Proficiency with Jira incident ticketing systems and related administrative activities
• Demonstrated ability to stay highly organized, maintain attention to detail, and consistently follow defined processes

Preferred Qualifications

• Experience with process management and continuous improvement initiatives
• Prior support of large‑scale launch events or complex deployments requiring shift coverage
• Ability to create, maintain, and improve incident documentation, playbooks, and operating procedures
• Experience conducting Root Cause Analysis (RCA) and implementing preventive and corrective actions

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.