Incident Manager

Job Description

Incident Manager

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Annapolis, MD

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12 Months (Contract-to-Hire)

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SHIFT - MID Shift 11:00pm to 7:30am EST

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Job Description:

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This role will contribute to the Tier 2 Network Operations Center (NOC). This position is responsible for the incident management of customers within the Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from customers and Business Units.

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Primary Responsibilities:

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• Monitors network management system and engages telecom providers to drive restoral efforts.

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• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.

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• Solves systems and network problems/questions with limited scope and complexity.

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• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.

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• Identifies resolutions of routine technical queries from customers and Business Units.

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• Takes guidance from other team members or management to resolve less routine issues.

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• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.

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• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.

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• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.

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• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.

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• Participates in network solutions design and configurations.

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• Analyzes issues and provides customers with guidance to resolve problems, THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS

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• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

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• Strong Customer Service skills

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• EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES, PRIORITIZING AND DELEGATING

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• Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.

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1. Transport – Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.

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2. DataLink – Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.

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3. Applications – Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

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Required Qualifications:

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• Network+ Certification

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• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.

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• Knowledge and understanding of ITIL/ITSM concepts and practices.

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• Experience troubleshooting Cisco devices.

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• Experience with HSRP/BGP routing protocols.

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• This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR

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• HS Diploma/GED with 2 years of experience

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Preferred Qualifications:

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• CCNA Certification

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• Knowledge of Remedy, Netcool, Office 0365, ServiceNow