Incident Manager

Veriipro; Annapolis (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

Veriipro in Annapolis, Maryland, is looking for an incident management professional. You will monitor network systems, coordinate with telecom providers, and troubleshoot various technical issues.

The ideal candidate has experience with Cisco devices and strong analytical skills. Responsibilities also include logging incident details and guiding users for issue resolution. Candidates should be prepared to work in a 24x7 operations environment.

Qualifications

• Experience troubleshooting Cisco network devices.
• Strong understanding of routing protocols such as HSRP and BGP.
• Ability to multitask and prioritize effectively.

Responsibilities

• Monitor network management systems and coordinate with telecom providers.
• Log, track, and update incident details in the management system.
• Troubleshoot and resolve basic to moderately complex system issues.

Skills

Troubleshooting Cisco network devices

Routing protocols (HSRP, BGP)

Multitasking

Strong analytical skills

Strong communication skills

Job description

Roles and Responsibilities

• Monitor network management systems and coordinate with telecom providers for incident restoration.
• Log, track, and update incident details accurately and in a timely manner in the incident management system.
• Troubleshoot and resolve basic to moderately complex system and network issues within defined scope.
• Support high-availability IP networks, messaging systems, and air-to-ground communication systems.
• Investigate and resolve routine technical issues and escalate complex problems as needed.
• Collaborate with senior engineers to resolve critical or complex incidents; may lead resolution of simpler cases.
• Follow established processes and apply technical judgment to ensure system stability; elevate when required.
• Monitor system performance and perform troubleshooting, resolution, or escalation of network incidents.
• Support configuration, deployment, and maintenance activities and contribute to process improvement initiatives.
• Participate in network design and configuration activities as needed.
• Provide technical guidance to users for issue resolution with strong attention to detail.
• Work in a 24x7 operations environment, including weekends and holidays.

Required Skills & Experience

• Experience troubleshooting Cisco network devices.
• Strong understanding of routing protocols such as HSRP and BGP.
• Ability to multitask, prioritize effectively, and manage multiple operational responsibilities.
• Strong analytical, troubleshooting, and communication skills.