Incident Manager

Job Description

Job Description

Keep Aviation Connected—Lead Critical Operations as an Incident Manager

PDS Tech Commercial is partnering with a global aviation leader to find a proactive, detail-driven Incident Manager who thrives in high-impact, mission-critical environments. If you’re passionate about network stability, rapid response, and delivering exceptional customer service, this is your opportunity to make a real difference in how the world stays connected in the skies.

Your Role & Impact

As an Incident Manager (Tier 2) within a 24/7 Network Operations Center (NOC), you’ll play a vital role in maintaining the reliability of aviation communication systems used worldwide. You’ll diagnose and resolve network and system issues, drive restoration efforts, and ensure seamless communication across critical aviation infrastructure.

Location & Schedule

• Location: Annapolis, MD
• Schedule: Monday–Friday, 7:00 AM – 3:30 PM EST
• Note: This is a 24/7/365 operations environment —some weekends and holidays are required (non-rotating shift)
• Job Type: Full-time Consultant (12-month contract)
• Pay Rate: $34.66/hour

What You’ll Do

• Monitor network management systems and coordinate with telecom providers to restore services quickly
• Track and document incidents with accurate, real-time updates
• Troubleshoot and resolve system and network issues of varying complexity
• Support high-availability IP networks, messaging systems, and air-to-ground communication platforms
• Identify and resolve routine technical queries from customers and business units
• Collaborate with senior team members to address complex incidents impacting critical services
• Escalate issues appropriately while maintaining ownership and accountability
• Analyze system performance and proactively identify improvements
• Contribute to network solution design, configuration, and process optimization
• Provide clear guidance and communication to customers with strong attention to detail

What You’ll Learn

You’ll gain hands-on expertise across three specialized NOC domains:

• Transport: Monitoring core-to-edge network infrastructure including routers, switches, and firewalls
• DataLink: Supporting ground stations and systems enabling air-to-ground communication
• Applications: Ensuring seamless message flow across global aviation networks

You’ll be trained progressively across these areas over 4–6 months, building a well-rounded technical skillset.

Required Qualifications

• This position requires use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access of controlled technologies: 1) to U.S. Persons, including U.S. Citizens, lawful permanent residents, and other narrow categories including refugees and asylees, or 2) to certain foreign nationals that have received an export license.                                               
  
   
• Education/Experience:
  • AA/AS degree + 6 years relevant experience, OR
  • High School Diploma/GED + 2+ years relevant experience
• CCNA, Security+, or equivalent certification (or currently pursuing)
• Strong knowledge of TCP/IP networking, system interconnectivity, and hardware/software integration
• Experience troubleshooting Cisco devices
• Familiarity with HSRP and BGP routing protocols
• Prior customer service experience
• Ability to multitask, prioritize, and manage multiple incidents simultaneously

Preferred Qualifications

• Experience in a Network Operations Center (NOC)
• Exposure to aviation or communications networks
• Strong analytical and problem-solving skills
• Comfort working in high-pressure, mission-critical environments

Why Join Us

At PDS Tech Commercial , you’ll be part of a team that supports some of the most advanced aviation systems in the world. We offer:

• The opportunity to work with a leading aviation technology organization
• A stable, consistent schedule —no rotating shifts
• Hands-on training across multiple NOC disciplines
• A collaborative, fast-paced environment where your decisions have real impact
• Competitive hourly pay and the chance to build specialized technical expertise

Ready to Take Control of Critical Operations?

If you’re ready to step into a role where your skills keep global aviation communication running smoothly, we want to hear from you.

Apply today and take your career to new heights with PDS Tech Commercial.

Pay Details: $34.66 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.