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.
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