Incident Manager

MSR Technology Group; Annapolis (MD); On-site; USD 65,000 - 95,000; Full time

Job summary

MSR Technology Group in Annapolis, MD is seeking a Tier 2 NOC analyst to manage incident responses in the operational environment. You will diagnose failures and resolve basic technical queries from customers and business units, while coordinating with telecom providers for restoral.

Responsibilities include monitoring the network management system, tracking incidents, applying technical knowledge to high-availability IP networks and Air to Ground data communications, and escalating or guiding

Qualifications

• AA/AS degree or equivalent with 1-2 years of relevant experience.
• Knowledge of TCP/IP networking and ITIL/ITSM concepts required.
• Experience with incident management and network monitoring.
• Proficiency in tools such as Remedy, Netcool, ServiceNow is preferred.

Responsibilities

• Monitor network management system and coordinate with telecom providers for restoral.
• Track incident details and update the incident management tool promptly.
• Diagnose routine network and system issues with guidance from senior staff.
• Maintain high availability IP networks and data communications equipment.
• Provide clear guidance to customers and business units to resolve problems.
• Assist in deployment, configuration, and maintenance activities.
• Work 24x7 operations including weekends and holidays.
• Learn Transport, DataLink, and Applications NOC roles over 4-6 months.

Skills

TCP/IP networking

ITIL/ITSM concepts

Network monitoring

Customer service

Multitasking

Education

AA/AS degree or equivalent

HS Diploma/GED

Tools

Remedy

Netcool

ServiceNow

Office 365

Job description

This role will contribute to the Tier 2 Network Operations Center (NOC). This position is responsible for the incident management of customers within the Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from customers and Business Units.

Primary Responsibilities:

• Monitors network management system and engages telecom providers to drive restoral efforts.
• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
• Solves systems and network problems/questions with limited scope and complexity.
• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Identifies resolutions of routine technical queries from customers and Business Units.
• Takes guidance from other team members or management to resolve less routine issues.
• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• Participates in network solutions design and configurations.
• Analyzes issues and provides customers with guidance to resolve problems, THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.
• Strong Customer Service skills
• EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES, PRIORITIZING AND DELEGATING
• Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.
• 1. Transport – Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.
• 2. DataLink – Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.
• 3. Applications – Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

Required Qualifications:

• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Knowledge and understanding of ITIL/ITSM concepts and practices.
• Experience with HSRP/BGP routing protocols.
• This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR
• HS Diploma/GED with 2 years of experience

Preferred Qualifications:

• Knowledge of Remedy, Netcool, Office 0365, ServiceNow