Incident Manager

Overview This role will contribute to the Tier 2 CAS Network Operations Center (NOC). The position is responsible for incident management of customers within the CAS Operational environment. It involves diagnosing failures of systems and networks and performing actions to resolve basic technical queries from CAS customers and Business Units. Location: Annapolis, Maryland | Type: Contract | Salary: $30.00 - $32.50 per hour | Hours: 3pm to 11pm | Education: High School Responsibilities Monitors network management system and engages telecom providers to drive restoral efforts. Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information. Solves systems and network problems/questions with limited scope and complexity. Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems. Identifies resolutions of routine technical queries from CAS customers and CAS Business Units. Takes guidance from other team members or management to resolve less routine issues and works with Senior Team Members to resolve moderate to complex issues with critical customer services; may take the lead role in resolving less complex issues. Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures. Monitors and troubleshoots system performance, resolves or escalates network issues. Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient. Participates in network solutions design and configurations. Analyzes issues and provides customers with guidance to resolve problems, with great focus and attention to detail. Qualifications 24x7x365 operation center requiring weekend and holiday work. Strong Customer Service skills. Efficient at multitasking: taking on multiple responsibilities, prioritizing, and delegating. Training on all NOC positions – Transport, DataLink, Applications – within 4‑6 months (each position trained over 3 weeks to 1½ months). Required Qualifications Network+ Certification. Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing. Knowledge and understanding of ITIL/ITSM concepts and practices. Experience troubleshooting Cisco devices. Experience with HSRP/BGP routing protocols. AA/AS degree or 2-year post-high-school training with 1-2 years of relevant experience, or HS Diploma/GED with 2 years experience. Swing shift – 3pm to 11:30pm EST. Preferred Qualifications CCNA Certification. Knowledge of Remedy, Netcool, Office 0365, ServiceNow. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits禰 based on eligibility). This posting is open for thirty (30) days. #J-18808-Ljbffr