Senior IT Outage & Incident Response Lead

Computer World Services Corp.; North Chicago (IL); On-site; USD 120,000 - 150,000; Full time

Job summary

Computer World Services Corp. seeks a Senior IT Operations & Incident Response Manager to coordinate daily monitoring, incident triage, outage recovery, and service restoration for the USMEPCOM ENLIST program.

Working under the ORT Lead, you will mobilize technical teams and maintain incident timelines to ensure timely status updates. You will integrate response activities with the Service Desk and ITSM processes, support root-cause analysis, and track corrective actions.

Qualifications

• Bachelor’s degree in Information Technology or a related field, or equivalent relevant professional experience.
• Minimum of seven years of IT operations, incident management, infrastructure support, or network operations experience.
• Ability to work on-site in North Chicago, IL, five days per week, and to support outage response outside normal business hours when required.
• Active Secret clearance or higher.
• Current ITIL Foundation certification.

Responsibilities

• Coordinate daily monitoring of networks, applications, systems, cloud services, and supporting infrastructure.
• Receive, log, validate, classify, prioritize, and triage outage notifications and alerts from monitoring tools, the Service Desk, technical teams, and end users.
• Under the direction of the ORT Lead, mobilize infrastructure, network, systems, application, database, cloud, storage, vendor, and Government support teams.
• Establish and maintain incident bridges, communications channels, ticket records, action trackers, and restoration timelines; track assignments, dependencies, decisions, and target times.
• Maintain a complete incident timeline from detection and notification through escalation, diagnosis, mitigation, recovery, validation, and closure.
• Provide status updates at intervals not exceeding one hour during active Severity (SEV) 1 and SEV 2 outages; coordinate consistent Service Desk messaging and respond promptly to Government requests for status and recovery estimates.
• Coordinate execution of approved diagnostic, mitigation, workaround, and recovery procedures by authorized personnel, and coordinate service validation to confirm restoration.
• Escalate unresolved issues, resource constraints, vendor delays, and restoration risks to the ORT Lead; coordinate vendor, carrier, utility, cloud-provider, and third-party engagement as directed.
• Collect incident evidence, support written incident reports and root-cause analysis sessions, and track corrective and preventive actions through completion.
• Integrate outage response with incident, problem, change, configuration, availability, continuity, and knowledge-management processes, and ensure incident records are suitable for metrics, audits, and Government review.
• Support quarterly Incident Response Plan reviews, outage-response exercises, tabletop reviews, and call-tree validations; maintain procedures, contact lists, escalation paths, and templates.
• Develop incident-volume, response-time, restoration-time, severity, and trend reports, and recommend improvements to monitoring, triage, escalation, and restoration workflows.

Skills

Incident management

Outage coordination

Service restoration

Incident communication

Cross-team coordination

Root cause analysis

Documentation

Crisis management

Education

Bachelor’s degree in Information Technology or related field

ITIL Foundation certification

Government/DoD environment experience

Tools

ServiceNow

ITSM tools

Monitoring tools

Job description

Computer World Services Corp. seeks a Senior IT Operations & Incident Response Manager to coordinate daily monitoring, incident triage, outage recovery, and service restoration for the USMEPCOM ENLIST program.

Working under the ORT Lead, you will mobilize technical teams and maintain incident timelines to ensure timely status updates. You will integrate response activities with the Service Desk and ITSM processes, support root-cause analysis, and track corrective actions.