NOC Incident Manager

Siltt LLC; San Diego (CA); Vor Ort; USD 89.000 - 116.000; Vollzeit

Benefits dieser Stelle

Paid healthcare

401(k) matching

Accrued paid time off

Continuous learning and professional development incentives

Sustainable work‑life balance

Zusammenfassung

Siltt LLC is seeking a dynamic NOC Incident Manager in San Diego to lead incident management and ensure service availability within a 24x7x365 Network Operations Center. Responsibilities include coordinating major incident recovery, leading cross-functional teams, and maintaining communication throughout incident lifecycles. The ideal candidate has over 10 years in network operations and strong ITIL knowledge. The role offers a salary between $89,000 - $116,000 per year and includes competitive benefits.

Qualifikationen

• 10+ years of network operations or service delivery experience, including 5+ years in incident management or major incident coordination.
• Proven experience in ITIL‑based environments with strong knowledge of incident, problem, and change management.
• Exceptional communication, analytical, and crisis management skills.
• ITIL v4 Foundation or Intermediate certification preferred; PMP or equivalent operational certification desirable.

Aufgaben

• Act as Incident Commander for all Priority 1 and Priority 2 events.
• Lead bridge calls, coordinate restoration efforts, and ensure technical and management stakeholders remain aligned.
• Track Mean Time to Acknowledge (MTTA) and Mean Time to Restore (MTTR) performance.

Kenntnisse

Major Incident Command and Decision‑Making

Stakeholder Communication and Executive Updates

Cross‑Functional Coordination (NOC, Engineering, Facilities, Security)

Root Cause and Post Incident Review Execution

ITIL Governance and Continuous Improvement

Calm Under Pressure / Situational Awareness

Ausbildung

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

SolarWinds

Splunk

LogicMonitor

Jobbeschreibung

SILTT is searching for a dynamic and highly motivated Network Operations Center (NOC) Incident Manager to provide leadership and coordination for all major incidents affecting network and service availability within a 24x7x365 Network Operations Center. This role ensures timely detection, escalation, communication, and resolution of Priority 1 and Priority 2 events, driving continuous service restoration and post‑incident learning. The Incident Manager serves as the command authority during critical outages, leading cross‑functional bridge calls, ensuring accurate documentation, and managing stakeholder communications through all phases of the incident lifecycle. If you are excited about joining our team as a NOC Incident Manager, we encourage you to apply today!

Benefits

We offer paid healthcare, ultra‑competitive 401(k) matching, accrued paid time off and fixed holiday leave, continuous learning and professional development incentives, and promote a sustainable work‑life balance.

Responsibilities

• Act as Incident Commander for all Priority 1 and Priority 2 events, maintaining operational control and clear communication during service disruptions.
• Lead bridge calls, coordinate restoration efforts, and ensure technical and management stakeholders remain aligned.
• Track Mean Time to Acknowledge (MTTA) and Mean Time to Restore (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.

Post‑Incident Review and Continuous Improvement

• Conduct Post‑Incident Reviews (PIRs) within defined SLA windows (e.g., P1 < 5 business days).
• Document root cause, contributing factors, and corrective actions; ensure lessons learned are captured in runbooks.
• 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.

Process and Governance

• Maintain adherence to ITIL Incident and Problem Management processes.
• Refine triage workflows, escalation matrices, and bridge playbooks.
• Contribute to weekly MBR and monthly QBR reports, summarizing incident trends, root causes, and performance metrics.
• Collaborate with Change and QA teams to improve system reliability and reduce change‑induced incidents.

Leadership and Training

• Mentor Level 1 and Level 2 staff in escalation handling, communication, and technical triage.
• Provide feedback and coaching on incident response quality and communication etiquette.
• Participate in training and drills (e.g., mock P1 scenarios, disaster recovery table‑top exercises).

Basic Qualifications

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

Skills & Competencies

• Major Incident Command and Decision‑Making
• Stakeholder Communication and Executive Updates
• Cross‑Functional Coordination (NOC, Engineering, Facilities, Security)
• Root Cause and Post Incident Review Execution
• ITIL Governance and Continuous Improvement
• Calm Under Pressure / Situational Awareness

Work Location

The work associated with this role is expected to be performed on‑site at our San Diego Area location, though some travel may be required for periodic support as needed.

Compensation

$89,000.00 - $116,000.00 per year