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Full-timeDescriptionTerms: Fulltime, onsite position.
About Chartis Federal
Chartis Federal is a premier systems engineering and integration firm specializing in mission-critical IT and communications solutions for law enforcement, homeland security, and defense. As a trusted prime contractor with over $160 million in task order awards, we operate across 22 states and support essential government missions worldwide.Our commitment to excellence has fueled our year-over-year growth, earning us recognition twice as a Washington Technology FAST 50 company and securing a place on the Inc.
5000 list for five consecutive years. At Chartis Federal, our mission is clear: keeping heroes safe and connected—on the battlefield, on the border, and in our backyards.
Position Overview
The Incident Support Manager is responsible for overseeing and coordinating all activities related to network incident response and restoration efforts to minimize impact on business operations. This role ensures effective management, communication, and resolution of incidents across the enterprise, supporting service continuity and operational stability.The Incident Support Manager serves as the primary point of contact for all major incident support and coordination, leading the planning, execution, and reporting of incident remediation efforts.
This position is also responsible for ensuring incidents are managed and reported in accordance with established processes and standards, while continuously improving response efficiency and service restoration capabilities.
Duties and Responsibilities
- Oversee and coordinate the restoration of network infrastructure and services to minimize operational downtime and business disruption.
- Plan, manage, and monitor incident remediation activities, ensuring timely and effective resolution.
- Serve as the contract Point of Contact (POC) for all major incident support and coordination activities.
- Communicate effectively with the Incident Manager and other stakeholders regarding incident status, escalation, and resolution progress.
- Ensure adherence to the established Incident Management process and support its effective implementation across all technical teams.
- Act as the first stage of escalation for unresolved or critical incidents.
- Manage Tier 1 and Tier 2 incident response teams to ensure timely and accurate troubleshooting, documentation, and closure of incidents.
- Review incident records to verify accuracy, completeness, and proper closure in accordance with established standards.
- Provide ongoing recommendations for process improvements, tooling enhancements, and training opportunities to strengthen incident management performance.
- Coordinate with technical and operations teams to identify root causes and implement preventive measures to reduce recurrence.
- Generate incident management metrics and reports to assess performance trends and support continuous improvement initiatives.
Requirements
- Bachelor’s degree in Management Information Systems, Computer Science, Engineering, IT, Networking, Telecommunications, or a related technical field (or equivalent experience).
- Minimum of ten (10) years of senior-level networking experience administering enterprise infrastructures in large, complex environments.
- Strong working knowledge of networking concepts, infrastructure, and equipment (e.g., routers, switches, firewalls, and load balancers).
- Proven experience implementing and managing enterprise-wide monitoring and incident response systems.
- Demonstrated leadership ability in managing teams and coordinating multi-tiered incident response operations.
- Proficiency in project management practices with knowledge of network security and compliance frameworks.
Preferred
- Relevant certifications such as ITIL v3, CCNA, CCNP, or Certified Incident Manager (CIM).
- Experience managing incident response processes for large-scale or mission-critical network environments.
- Strong analytical and decision-making skills with the ability to prioritize and resolve complex incidents under pressure.
- Excellent communication and interpersonal skills for interaction with stakeholders, customers, and technical teams.
Why Join Chartis Federal?
We offer a competitive compensation and benefits package, including:
- Comprehensive health insurance (medical, dental, vision)
- Retirement plans with company contributions
- Professional development opportunities and career growth support
- A dynamic and collaborative work environment where your contributions are valued
At Chartis Federal, we believe in fostering a culture of excellence, integrity, and innovation while supporting critical national security missions. Join us in shaping the future of government contracting and national security solutions.Chartis Federal is an Equal Opportunity Employer and employs qualified individuals regardless of race, religion, color, sex, national origin, age, disability, or any other classification proscribed under applicable law. We participate in E-Verify.
