Incident Support Manager

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Incident Support Manager to lead incident management and major-incident coordination for a large, mission-critical government network operations environment. This role will support the rapid restoration of network infrastructure and services, minimize business impact, coordinate Tier 1 and Tier 2 response activities, and serve as the contractor point of contact for major incident support.

Responsibilities

• The manager will partner closely with the Incident Manager, Government Supervisors, Technology Service Desk, Enterprise Operations Center, Duty Officer, Tier 3 support, and other stakeholders to ensure incidents are managed, escalated, reported, resolved, and closed in accordance with established processes and service levels.
• Lead incident management support for a 24x7x365 network operations environment.
• Plan, coordinate, monitor, and report all activities required to remediate incidents and restore affected network infrastructure and services as quickly as possible.
• Coordinate incident triage, categorization, criticality and impact assessment, prioritization, troubleshooting, workaround use, escalation, communications, and resolution in accordance with processes and SOPs.
• Act as the contractor point of contact for major incident support and coordination; provide clear, timely status communications to the Government Incident Manager, Government Supervisors, and affected stakeholders.
• Serve as the first stage of escalation for incidents and coordinate engagement of the Technology Service Desk, on-site support groups, Enterprise Operations Center, Duty Officer, Tier 3 support, and other required points of contact.
• Tier 1 and Tier 2 incident response activities, ensuring tickets are accurately logged, categorized, updated, escalated, and resolved within established service agreements.
• Conduct or support regular incident reviews and evaluations to identify trends, service-impacting patterns, and opportunities to improve incident management processes.
• Collaborate effectively with government incident management personnel, network operations teams, engineering organizations, service desk personnel, and other stakeholders during normal and major incident operations.
• Maintain effective implementation of the Incident Management process and ensure work products, records, metrics, and reports are accurate, complete, timely, and compliant with contract requirements.
• Support continuous operational readiness, including participation in scheduled meetings, exercises, transition activities, and surge support when required.
• Perform other incident management and network operations support tasks within the scope of the NOC NMSS effort.

Requirements

• Qualifications Bachelor’s degree.
• Minimum of 10 years of experience in network operations, including progressive responsibility for enterprise network incident response and service restoration.
• At least 6 years of experience as a routing and switching, firewall, and/or load-balancing subject matter expert at a Level III capability.
• CCNP, CCDP, or CCIE-level capability in routing and switching, with firewall and/or load-balancing expertise.
• Demonstrated ability to coordinate technical teams, manage escalations, communicate with senior stakeholders, and produce concise operational reports.
• Experience managing major incidents, Tier 1/Tier 2 operations, incident command, and cross-functional technical escalations.
• Working knowledge of IT service management tools, network performance monitoring tools, ticketing systems, CMDB processes, and operational dashboards.
• Experience with incident trend analysis, service-level reporting, problem management handoffs, root-cause investigations, and continual service improvement.
• Clearance Ability to obtain Public Trust, Preferred Secret/Top Secret Clearance Certifications ITIL certification CCNP, CCDP, or CCIE with routing and switching/Firewall load balancing Pay Transparency Statement AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners.

Preferred

• Qualifications Experience supporting a federal or other large enterprise network operations center.

Pay

• The salary range for this position is USD $110,800.00/Yr. - USD $185,100.00/Yr.
• Actual compensation will be determined based on several factors permitted by law.

Benefits

• AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement EEO Race/Sex/Disability Status/Veteran Status