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.

We are seeking an experienced 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. 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.
• Manage 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.

• 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.
• Technical expertise: 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.

Preferred Qualifications

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

Security 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