Incident Support Manager

Manages the general day-to-day operations of the organization's computer systems, networks, programs, infrastructure, help-desk support, databases, and other technologies.


Responsibilities

• Contributes to the planning and maintenance of the organization's data technology operations, including computer hardware, software, and telecommunications.
• Participates in the evaluation, development, and recommendation of solutions specific to the entire organization as well as specific solutions for individual departments.
• Coordinates and schedules the transition from existing to new platforms and systems. Monitors the needs of the organization vis-a-vis the newest technology.
• Works with organizational leaders to develop technology plans, policies, and procedures in alignment with company goals and standards.
• In-depth understanding of the field's concepts and principles. Leads and directs the work of other employees and has full authority for personnel decisions.
• Supervision may be provided through a team of subordinate supervisors and/or managers.
• Administers departmental policies and procedures, evaluates results and performance, and assists with the development of new or modified budgets, strategic plans, or policies.
• 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 CBP 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 CBP Incident Management process and ensuring that incidents are managed and reported in accordance with the CBP 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 CBP Incident Manager for the on-going improvement of the Incident Management Process.

Qualifications

• Applicants must have the ability to obtain a CBP Background Investigation/clearance - required for consideration. Some billets may require DoD Secret or Top Secret access.
• Relevant certifications such as ITIL v3, CCNA, CCNP, CIM.
• Bachelor's degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.
• A minimum of ten (10) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.
• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.
• Showcase leadership abilities by managing projects and teams.
• Be proficient in project management and have knowledge of security and compliance issues.

Job ID

2025-20826
Work Type

On-Site
Company Description

Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.


At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.


For our shareholders , AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers , AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.

As an AGT employee , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.