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Incident Manager

22nd Century Technologies, Inc.
Pay Rate: $30.00/hr. to $32.00
United States, Maryland, Annapolis
Jun 25, 2025
Job Title: Incident Manager Location with zip code: Annapolis, MD 21401 Pay Rate: $30.00/hr. to $32.00/hr. on W2 Shift Timing (Day/ Evening/ Night: 07:00 AM to 03:30 PM (M-F) Duration: 12 + months Schedule: DAY SHIFT!! hours are 7am-3:30pm EST. This will not be a rotating shift, so the selected candidate can plan on these working hours.This is a 24 x 7/ 365 Operation Center which requires working some weekends and holidays. Job Description: Incident Manager - Tier 2 This role will contribute to the Tier 2 CAS Network Operations Center. This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from clients CAS customers and Business Units. Role & 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 clients CAS customers and CAS Business Units. Takes guidance from other team members or management to resolve less routine issues. 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, troubleshoots, 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 Individual job duties may vary. This is a 24 x 7 365 Operation Center which requires working some weekends and holidays. Strong Customer Service skills This position is for DAY Shift 7am-3:30pm EST 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. This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR HS Diploma/GED with 2 years of experience Preferred Qualifications:** CCNA Certification Knowledge of Remedy, Netcool, Office 0365, ServiceNow