Abacus Technology is seeking an IT Incident Manager to oversee tier II support services for the Department of Homeland Security (DHS) OneNet program. This is a full-time position.
Lead the conference calls and associated activities, related to all serious IT incidents identified by Tier I or Tier II personnel. Coordinate with stakeholders (DHS components, telecom and IT service providers, other NOCs, other SOCs, etc.) all of the activities associated with the problem description, the potential solution avenues for the problem, and the final problem solution. Own the IT incident from the moment the incident is identified to the final resolution.
5+ years experience in routing/switching with experience in a complex WAN environment. Bachelor’s degree in a related field desired. Must be Cisco Certified Network Associate (CCNA) certified. Experience in all phases of the engineering lifecycle including: requirements; architecture; design; implementation; testing; and operations and maintenance. Thorough knowledge of routers, switches, and firewalls. Able to assess infrastructure, identify areas for improvement, and recommend solutions. Able to provide technical guidance and direction to team members and lower level technicians. Knowledge of relevant server-side tools and technologies. Experience with network monitoring and management using an automated solution. Experience installing, configuring, and maintaining servers and desktops in an enterprise organization. Experience managing technical teams. Solid customer service and communication skills are critical as well as the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner. Previous experience supporting DHS highly desirable. Must be a US citizen.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.