Incident Manager - TS/SCI Required (NWE1004) - Radix Metasystems

Join Our Team! We seek the best talent and compensate accordingly. Radix is an inclusive workplace that fosters a professional, casual work environment and a leadership structure that enables collaboration and potential for employees to have daily impact on the Company’s success.

Top Reasons Why You Want to Work for Radix as a Network Specialist:

• Small Company Culture
• Relaxed Flexible Work Environment
• Competitive Wages: This position pays between $80,000 - $120,000
• Medical, Dental, & Vision Premiums 100% Employer Funded
• Short-Term, Long-Term Disability, & Life Premiums 100% Employer Funded
• Company Funded Retirement plan of up to 25% of Base Salary
• 6 weeks of Paid Time Off (PTO)
• Professional Development and Educational Benefits

The salary and compensation for this position will be determined based on the quantity and quality of skills, experience, and education as applicable. These factors include (but are not limited to) responsibilities of the job, ability to fulfill all job requirements, education, experience, knowledge, skills, certifications, as well as internal equity, alignment with market data, bargaining agreements (if any), or other applicable law.

Job Overview:

Radix Metasystems, Inc., has an opening for an Incident Manager to oversee all aspects of the incident management process, from evaluation to resolution. An Incident Manager records all issues and helps to design ways to prevent similar problems in the future. They will manage technical support teams, create procedures to deal with problems and develop solutions.

Job Duties and Responsibilities:

• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure.
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
• Facilitating and coordinating technical meetings.
• Facilitating postmortem investigations into high impact results.
• Providing governance for root cause analysis between technical teams.
• Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
• Create and submit knowledge articles.
• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
• Assign Incidents to appropriate Tier 2 Support Group.
• Keep Incident tickets updated with a current status at agreed intervals.
• Document troubleshooting steps and service restoration details.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Verify resolution with users and resolve Incidents in ITSM tool.
• Escalate Major Incidents to the appropriate T2/3 Support Groups.
• Point of contact for all Major Incidents.
• Owns all Incidents throughout the lifecycle.

Requirements

The successful candidate is required to have the following:

• TS/SCI with Polygraph
• 10-16 years of relevant network engineering experience that can be a combination of work history and education.
• Must meet DoD 8570 IAT Level 2 certification requirements.
• Layer 1 and Layer 2 network experience.
• Configure and troubleshoot layer 2 switching (VLAN’s).
• Knowledge of Cisco IOS, Juniper JUNOS, Brocade and Foundry OS.
• Familiar (doesn’t need to be a SME) with Layer 3 protocols such as OSPF,BGP, VRRP, HSRP, MPLS, LSP, GRE.
• Familiar with Viso and Service Now.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.

Work Schedule: 8x5 Flex

Benefits

*Benefits are described under the Job Description