NOC Incident Commander – 24/7 Network Restoration Lead

Siltt LLC; San Diego (CA); On-site; USD 89,000 - 116,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Training & development

Tuition assistance

Vision insurance

Job summary

SILTT is seeking a dynamic NOC Incident Manager to provide leadership and coordination for major incidents affecting network availability within a 24x7x365 NOC. You will act as Incident Commander for Priority 1 and Priority 2 events, directing bridge calls, restoration efforts, and stakeholder communications.

The role emphasizes post-incident reviews, continuous improvement, ITIL compliance, and mentoring junior staff. On-site in the San Diego area with a competitive compensation range.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 10 years in network operations or service delivery, including 5 years in incident management.
• Proven experience in ITIL-based environments with incident, problem, and change management.
• Familiarity with network infrastructure and monitoring systems; ITSM tools (ServiceNow, SolarWinds, Splunk, LogicMonitor, etc.).
• Exceptional communication, analytical, and crisis management skills.
• ITIL v4 Foundation or Intermediate certification preferred; PMP or equivalent certification desirable.

Responsibilities

• Act as Incident Commander for Priority 1 and Priority 2 events, maintaining control and clear communication during service disruptions.
• Lead bridge calls, coordinate restoration efforts, and ensure stakeholders remain aligned.
• Track MTTA and MTTR performance; ensure SLAs are consistently met.
• Coordinate escalation to L2/L3 engineering, vendors, or facilities teams to accelerate fault isolation and recovery.
• Provide continuous updates to customers and executives during major incidents.
• Conduct Post-Incident Reviews within defined SLA windows; document root causes and corrective actions.
• Partner with Problem Management to identify chronic issues and implement long-term remediation.
• Drive continuous improvement initiatives to reduce incident recurrence and improve restoration times.
• Maintain adherence to ITIL Incident and Problem Management processes; refine triage workflows and escalation matrices.
• Mentor Level 1/2 staff in escalation handling, communication, and technical triage; participate in drills.

Skills

Major Incident Command

Stakeholder Communication

Cross-Functional Coordination

Root Cause Analysis

ITIL Governance

Calm Under Pressure

Education

Bachelor's degree in IT/CS

ITIL v4 Foundation

PMP or equivalent

Tools

ServiceNow

SolarWinds

Splunk

LogicMonitor

Job description

SILTT is seeking a dynamic NOC Incident Manager to provide leadership and coordination for major incidents affecting network availability within a 24x7x365 NOC. You will act as Incident Commander for Priority 1 and Priority 2 events, directing bridge calls, restoration efforts, and stakeholder communications.

The role emphasizes post-incident reviews, continuous improvement, ITIL compliance, and mentoring junior staff. On-site in the San Diego area with a competitive compensation range.