Job Description

Job Description

Job Description

We are looking for an experienced Incident Manager to join our team in Annapolis, Maryland, as part of a Tier 2 Network Operations Center. This long-term contract position focuses on incident management and troubleshooting for critical systems and networks, ensuring smooth operations for customers and business units. The role requires strong technical expertise, adaptability, and a commitment to providing excellent customer service in a 24/7 operational environment.

Responsibilities:

• Monitor network management systems to detect issues and coordinate with telecom providers to restore services efficiently.

• Use incident management tools to document and update incident details accurately and promptly.

• Diagnose and resolve basic system and network problems, applying technical knowledge to address queries.

• Oversee high-availability IP networks, messaging systems, and Air-to-Ground data communication equipment.

• Collaborate with senior team members to address moderate to complex technical challenges, occasionally taking the lead in less complex cases.

• Troubleshoot, analyze, and escalate network performance issues while ensuring systems are functioning optimally.

• Develop tools and processes to streamline deployment, configuration, and maintenance routines.

• Participate in designing and configuring network solutions to meet operational requirements.

• Provide guidance and solutions to customers, helping them resolve technical issues effectively.

• Work flexible hours, including weekends and holidays, as part of a 24/7 operation center.

• Certification in Networking protocols or technologies.
• Strong understanding of IP networking protocols, computer hardware, and software interfacing.
• Proven experience troubleshooting Cisco devices and implementing routing protocols.
• Familiarity with tools such as ServiceNow, Remedy, Netcool, and Office 365.
• Minimum of an AA/AS degree or equivalent post-high school training with at least 1-2 years of relevant experience, or a high school diploma with 2 years of related experience.
• Excellent customer service skills with the ability to communicate technical concepts clearly.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Preferred qualifications include additional certifications and advanced knowledge of network management tools.

Job Tags

Holiday work, Flexible hours,

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