Major Incident Manager - NextGen GTA: A Kelly Telecom Company

NOC Technician - Cary, NC.

CANDIDATES MUST LEGALLY BE ABLE TO SUPPORT SERVERS THAT HOST GOVERNMENT AND LEGAL ENTITIES.

Job Position: Major Incident Manager (MIM)

Location: Cary, NC (Hybrid - 8 days/month on-site)

Payrate: $45/hr.

Department: Government Network Service Assurance / Federal Major Incident Management

About the Role:

We are seeking a dynamic and highly skilled Major Incident Manager (MIM) to join our Federal Major Incident Management team. This critical role focuses on managing and resolving complex network-related incidents for federal agencies. The successful candidate will have strong troubleshooting skills, a customer-focused mindset, and the ability to work in a fast-paced, telecom support environment.

Key Responsibilities:

• Incident Management:
• Manage, prioritize, and resolve network/circuit incidents for federal agency clients.
• Coordinate with repair teams and internal stakeholders to ensure efficient resolution of major outage issues.
• Proactively communicate updates to clients throughout the incident lifecycle.
• Technical Troubleshooting:
• Apply knowledge of data, IP, and managed services to troubleshoot and resolve issues.
• Use tools like Verizons automation systems (e.g., VEC, e-bonding) to enhance efficiency.
• Collaboration & Reporting:
• Facilitate conference bridges and coordinate with cross-functional teams during major incidents.
• Conduct root cause analyses and develop action plans to address chronic issues.
• Shift Work & Availability:
• Participate in a rotational 24/7 schedule, with most shifts during the day or swing hours.
• Provide after-hours and weekend support as part of an on-call rotation.

Preferred Qualifications:

• Experience:
• Minimum of 5 years in a telecommunications customer support or Network Operations Center (NOC) role.
• Proven record of resolving complex technical issues in a high-pressure environment.
• Skills & Knowledge:
• Familiarity with troubleshooting data, IP, and managed services.
• Ability to analyze circuit statistics and develop actionable plans.
• Excellent communication skills to interface with technical teams and non-technical stakeholders.
• Education & Certification:
• Bachelors degree in a related field preferred or equivalent experience.
• Networking knowledge required; advanced certifications (e.g., CCNA) are a plus but not mandatory.

Other Requirements:

• U.S. Citizenship is mandatory due to the federal client base.
• Must obtain Public Trust Clearance (Will facilitate the process, which takes 3-6 months).
• Telecom industry experience highly desired.
• Ex-Military candidates are strongly encouraged to apply.

Work Model:

This hybrid role requires 8 days per month on-site at Cary, NC office, with the remainder of the time working remotely.

How to Apply:

Submit your application and resume as soon as possible. Qualified candidates will be contacted, with interviews conducted virtually in a two-step process.

We look forward to welcoming a talented Major Incident Manager to our team to ensure operational excellence and exceptional customer support for our federal clients.