Incident Support Manager

A3 Technology, Inc. is seeking an accomplished Incident Support Manager to lead network incident response and rapid service restoration for Customs Border Protection mission systems. The Incident Support Manager orchestrates response across teams, manages communications, and drives continuous improvement of incident handling.

Success requires calm leadership under pressure, disciplined execution of incident processes, and strong collaboration with operations, engineering, and government stakeholders.

Key Responsibilities:

• Own end‑to‑end incident management: detection, triage, prioritization, response coordination, resolution, and closure.
• Serve as primary POC for major incidents; stand up and run incident bridges; provide timely, accurate communications.
• Ensure adherence to incident processes and SLAs; verify complete, high‑quality ticket documentation and timelines.
• Coordinate Tier 1 and Tier 2 efforts; escalate to Tier 3/engineering and vendors when needed; drive workarounds to restore service quickly.
• Monitor incident queues and backlogs; ensure continuous review, correct prioritization, and appropriate escalations.
• Publish incident metrics and trend analyses (volumes, MTTA, MTTR, recurrence); recommend preventive actions.
• Conduct post‑incident reviews; capture root causes and corrective actions; feed Known Error and Problem records.
• Collaborate with change management for ECR/EBF activities tied to restoration and risk reduction.

Minimum Qualifications:

• Bachelor's degree in a related field (Information Systems, Computer Science, Engineering, IT, Networking).
• 10+ years in IT/network operations with significant incident management leadership in large enterprises.
• Strong understanding of network infrastructure and common failure modes; fluency with monitoring and incident tools.
• Demonstrated ability to lead high‑severity outages and stakeholder communications.
• U.S. Citizenship and eligibility for required CBP background clearance; on‑site support as needed in a 24x7 environment.

Highly Desired Qualifications:

• Certifications: ITIL v3/4; Cisco CCNA/CCNP; recognized Incident Management training/certification.
• Experience building incident metrics programs and driving MTTR reduction and service stability improvements.
• Experience supporting federal programs; familiarity with structured change and configuration controls.

Additionally, US Citizenship or documented proof of eligibility to work in the US is a must. Upon receiving a conditional offer of employment, candidates will undergo a Government investigation and must meet eligibility requirements for Government clearance. Verification of past employment, education and references is also required. It is imperative that candidates be either a US citizen or a current green card holder with the last 3 consecutive years as a resident of the US.

The salary range for positions is $50,000 to $175,000. This range is provided as a general guideline and should not be interpreted as a guarantee of compensation. Actual salary offers will be determined based on a variety of factors, including but not limited to the specific responsibilities of the position, the candidate's education, experience, location, knowledge, skills, and abilities. In addition, compensation may be influenced by applicable Federal Government contract labor categories and established contract wage rates.

At A3 Technology, Inc., we take pride in being an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer. We're committed to considering all qualified candidates for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.