Tech-support 3 Non-Cleared

Due to the nature of this government-supported program, candidates must be U.S. Citizens and able to meet all contract requirements.

Incident Manager II (Network Operations Center) - Day Shift Location: Onsite Schedule: Day Shift, 7:00 AM - 3:30 PM EST Employment Type: Contract Work Environment: 24/7/365 Network Operations Center

Overview

We are seeking an experienced Incident Manager II to support a fast-paced Network Operations Center (NOC) environment. This role is responsible for monitoring and managing incidents impacting critical network infrastructure, diagnosing system and network issues, coordinating restoration efforts, and providing technical support to customers and internal stakeholders. The ideal candidate will have a strong networking background, experience troubleshooting Cisco network environments, and the ability to work effectively in a mission-critical operational setting.

Key Responsibilities

• Monitor network management systems and respond to service-impacting incidents.
• Coordinate with telecommunications providers to drive service restoration efforts.
• Track and document incidents accurately within incident management systems.
• Troubleshoot network and system issues and resolve or escalate as appropriate.
• Support high-availability IP networks, messaging systems, and air-to-ground communication platforms.
• Analyze operational issues and provide customers with timely guidance and resolution recommendations.
• Collaborate with senior team members to resolve moderate to complex incidents.
• Monitor system performance and proactively identify potential issues.
• Participate in network design, deployment, configuration, and maintenance activities.
• Develop process improvements and tools to enhance operational efficiency.
• Maintain detailed and accurate documentation while working in a high-volume environment.
• Support a 24/7 operations center environment, including occasional weekends and holidays.

Training & Development

This role offers structured cross-training across multiple operational disciplines, including:

• Transport Operations - Monitoring network infrastructure including routers, switches, firewalls, and circuits.
• Data Communications Operations - Monitoring systems that enable air-to-ground data communications.
• Application Operations - Monitoring critical messaging and communication platforms supporting large-scale network operations.

Training typically occurs over a 4-6 month period and provides exposure to multiple NOC functions.

Required Qualifications

• U.S. Citizen required due to government contract requirements.
• Associate degree and 6+ years of relevant experience, or equivalent combination of education and experience.
• High School Diploma or GED with applicable technical experience.
• Prior customer service or technical support experience.
• Knowledge of TCP/IP networking protocols.
• Understanding of computer hardware, software, networking interconnections, and system interfaces.
• Experience troubleshooting Cisco networking equipment.
• Experience supporting or working with HSRP and BGP routing protocols.
• CCNA, Security+, equivalent certification, or currently pursuing related coursework.

Preferred Qualifications

• Experience working in a Network Operations Center (NOC) environment.
• Experience with incident management processes and tools.
• Strong troubleshooting and root-cause analysis skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and documentation skills.
• Experience supporting enterprise-scale network infrastructure.