Incident Support Manager

RESPONSIBILITIES

The Incident Support Manager supports the restoration of network infrastructure, and service operation as quickly as possible to minimize the impact to business operations. Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation efforts. Responsible for communicating with the Incident Manager and other GSs for all Incidents. Will act at the contract Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management Process and ensuring that incidents are managed and reported in accordance with the Incident Management process. Is the representative for the first stage of escalation for Incidents. Responsible for managing Tier 1 and Tier 2 incident responses. Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the Incident Manager for the on-going improvement of Incident Management Process.

REQUIRED QUALIFICATIONS

• Experience: At least Ten (10) Plus years of experience in equivalent technical field
• Experience: A minimum of Ten (10) years’ experience in network operations.
• Education: Bachelor’s Degree in related technical field. or equivalent experience
• Background Investigation is required
• Certifications preferred include: ITIL
• Certifications preferred include: Level III CCNP, CCDP, or CCIE
• Routing and switching/Firewall (FW)/load balancing SME with Six (6) Plus years.

We are seeking a Incident Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting.  The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

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The safety and health of our employees is of the utmost importance.  Employees are required to comply with any contractually mandated Federal COVID-19 requirements.  More information can be found here.

"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".

COMPETENCIES 

• Oral Communication
• Written Communication
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Location: Springfield or Ashburn, Virginia
• Remote or In-Person: 100% Onsite
• Type of environment: Office
• Noise level: Medium
• Work schedule: Schedule is day shift Monday – Friday.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK AUTHORIZATION/SECURITY CLEARANCE

• S. Citizen
• Background Investigation is required

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.