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Computer World Services

Posted 6 months ago

Open

Incident Support Manager

Ashburn, VAHybridFull-time

AI Summary

Directs incident management operations for CBP mission systems, coordinating response teams and ensuring timely restoration and root-cause reporting during major outages.

About this role

CWS seeks an Incident Support Manager to direct incident management operations for the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract. The Incident Support Manager directs incident management operations, ensuring timely response and resolution of network disruptions affecting CBP mission systems.

Duties & Responsibilities

  • Lead incident management and restoration efforts.
  • Coordinate response teams during major outages or critical events.
  • Ensure proper documentation, root cause tracking, and reporting.
  • Liaise with CBP Incident Managers and senior leadership.
  • Drive continual service improvement through process evaluation

    • Required Qualifications

  • Bachelor’s in IT or related field.
  • 10+ years in IT operations or network incident management.
  • ITIL v3 and Certified Incident Manager (CIM) certifications.

    • Preferred Qualifications

  • CCNA or CCNP certification.
  • Prior DHS or CBP network operations experience.

    • Place of Performance

  • Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).

    • Clearance

  • Must have favorably passed a full five (5) year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.

    • Skills

    CBP/ DHS Incident ResponseCCNACCNPCertified Incident Manager (CIM)Change CoordinationDocumentation And ReportingIncident ManagementITIL V3Monitoring And AlertingNetwork OperationsRisk AssessmentRoot-cause AnalysisService Restoration

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