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Senior IT Operations, Incident Response Manager
DecisionPoint Corporation. Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, including coordinating outage-response activities, maintaining incident timelines, and providing status updates to stakeholders. Proficient in ITIL practices and capable of managing multiple technical teams during high-impact incidents.
Highest-signal resume keywords
Incident ManagementITIL Foundation CertificationActive Secret ClearanceCrisis CoordinationServiceNow Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementNetwork OperationsSystems AdministrationInfrastructure SupportCloud ServicesDatabase ManagementApplication SupportOutage ResponseRoot-Cause AnalysisOperational Reporting
Soft Skills
Crisis CoordinationOrganizationCommunicationDocumentationDecision-Making
Tools & Technologies
ServiceNowITSM PlatformsMonitoring ToolsEvent-Management ToolsAlerting Tools
Certifications & Qualifications
ITIL Foundation CertificationCisco Certified Network AssociateCompTIA Network+
Industry Keywords
Federal EnvironmentDoD Environment24/7 Network Operations CenterSEV 1 IncidentsSEV 2 IncidentsSEV 3 IncidentsIncident Response PlanOperational MetricsEscalation ProceduresKnowledge Management
Tech Stack
Tools & technologiesCloudITSMServiceNow
About the role
Key responsibilities & impact- Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure
- Review operational alerts, outage notifications, service degradation reports, and end-user incident reports
- Receive, log, validate, classify, prioritize, and triage outage notifications
- Work under the Systems / Network Administrator Lead / ORT Lead during outage-response and recovery activities
- Mobilize infrastructure, network, systems, application, database, cloud, storage, vendor, and Government support teams
- Establish and maintain incident bridges, communications channels, ticket records, action trackers, and restoration timelines
- Coordinate approved diagnostic, mitigation, workaround, recovery, and service-restoration procedures
- Track technical assignments, dependencies, actions, decisions, target times, and restoration status
- Maintain complete incident timelines from detection through closure
- Provide status updates at intervals not exceeding one hour during active SEV 1 and SEV 2 outages
- Prepare operational updates for the ORT Lead, Service Desk Branch Chief, Government stakeholders, and program leadership
- Coordinate Service Desk messaging and approved outage communications
- Respond to Government requests for incident status, technical findings, recovery estimates, and supporting information
- Escalate unresolved issues, resource constraints, vendor delays, dependencies, and restoration risks
- Coordinate third-party support engagement as directed
- Track temporary workarounds and contingency measures
- Confirm recovery actions are approved and executed by authorized technical personnel
- Coordinate service-validation activities
- Support written incident reports, root-cause analysis, corrective actions, and preventive recommendations
- Track post-incident corrective and preventive actions through completion
- Integrate outage response with ITSM processes
- Ensure incident records support operational metrics, audits, and Government review
- Support Incident Response Plan reviews and participate in exercises, tabletop reviews, call-tree validations, readiness assessments, and escalation tests
- Maintain procedures, contact lists, escalation paths, checklists, communications templates, and knowledge articles
- Develop incident-volume, response-time, restoration-time, severity, trend, and recurring-cause reports
- Identify opportunities to improve monitoring, triage, escalation, communications, documentation, and restoration workflows
Requirements
What you’ll need- Active Secret clearance or higher
- Bachelor’s degree in Information Technology or a related field, or equivalent relevant professional experience
- Minimum of 7 years of relevant IT operations, computer operations, incident management, infrastructure support, systems administration, or network operations experience
- Current ITIL Foundation certification
- Ability to work on-site in N. Chicago, Illinois, five days per week
- Ability to support outage-response activities outside normal business hours when required
- Preferred: Current Cisco Certified Network Associate, CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification
- Preferred: Experience coordinating major-incident or outage-response activities in a federal or DoD environment
- Preferred: Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team
- Preferred: Experience managing SEV 1, SEV 2, and SEV 3 incidents using defined escalation and communications procedures
- Preferred: Experience coordinating infrastructure, network, systems, application, database, cloud, storage, and vendor teams during service disruptions
- Preferred: Experience maintaining incident timelines, action trackers, communications records, and recovery documentation
- Preferred: Experience providing recurring incident-status updates to Government, technical, and executive stakeholders
- Preferred: Experience supporting root-cause analysis and tracking corrective and preventive actions
- Preferred: Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, service continuity, and knowledge-management practices
- Preferred: Experience using ServiceNow or a comparable ITSM platform for incident, problem, change, configuration, and knowledge management
- Preferred: Familiarity with enterprise monitoring, event-management, alerting, network-performance, and observability tools
- Preferred: General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations
- Preferred: Experience developing incident metrics, operational reports, outage analyses, dashboards, and leadership briefings
- Strong crisis coordination, organization, communication, documentation, decision-making, and follow-through skills
- Ability to manage multiple technical teams, assignments, dependencies, and deadlines during high-impact incidents
Benefits
Comp & perks- Regular full-time employment
- Support for outage-response activities as part of a 24/7/365 capability
- Equal Employment Opportunity and Affirmative Action employer
- Authorization to share resume and personal information with subsidiaries, affiliates, and teaming partners for consideration for this and comparable positions