Incident Manager

• Oversee network monitoring tools to detect service disruptions and coordinate with telecom carriers and internal teams to accelerate recovery efforts
• Maintain precise and timely incident records, ensuring all updates, actions, and status changes are accurately captured in the tracking system
• Investigate system, network, and communications issues of limited to moderate complexity and resolve them or escalate when additional support is needed
• Apply technical understanding of IP networks, messaging platforms, and air-to-ground communication systems to support high-availability operations
• Partner with senior team members to address more involved service interruptions and independently lead resolution activities for less complex incidents
• Evaluate system performance, troubleshoot faults across routers, firewalls, circuits, and related infrastructure, and escalate critical issues when necessary
• Support deployment, configuration, and maintenance activities while identifying opportunities to improve operational efficiency through tools or process enhancements
• Assist in network solution design discussions and provide customers and business units with clear guidance to help resolve technical concerns
• Participate in a 24x7x365 operations environment, including scheduled weekend and holiday shifts, to help maintain continuous service availability

• Associate degree or other two-year post-secondary training with at least 6 years of relevant experience, or a high school diploma/equivalent with 2 years of applicable experience
• Must be eligible to work in the U.S.
• Experience supporting network operations, incident management, or technical service environments involving customer-facing issue resolution
• Working knowledge of networking concepts and infrastructure, including IP protocols, routers, firewalls, telecom circuits, and system performance monitoring
• Ability to troubleshoot technical problems, prioritize incidents effectively, and follow established operational procedures with careful judgment
• Strong written and verbal communication skills
• Familiarity with configuration, deployment, or maintenance practices in enterprise or communications-focused environments

Relevant technical certification such as Security+

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan