Incident Support Manager

Job Description

Job Description

Overview

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%

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Background Investigation is required

WAGE INFORMATION

Target salary range: $155,000 - $220,000. The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.  The displayed salary is one component of the total compensation package for employees

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. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

OTHER INFORMATION

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

Responsibilities

We are seeking an 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.

REQUIRED QUALIFICATIONS

Experience

• At least Ten (10) Plus years of experience in equivalent technical field
• A minimum of Ten (10) years’ experience in network operations.
• Routing and switching/Firewall (FW)/load balancing SME with Six (6) Plus years.
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Education

• Bachelor’s Degree in related technical field. or equivalent experience

Certifications preferred include 

• ITIL, Level III CCNP, CCDP, or CCIE

Clearance

• Background Investigation is required

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.

COMPETENCIES 

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

Qualifications

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. Apply now to explore jobs with us at  

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. 

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status.  If at any time you would like to opt out of text messaging, respond "STOP". 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. 

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, sexual orientation, gender identity, protected veteran status, 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. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact View email address on ziprecruiter.com for assistance.