Incident Manager

Salary Range: 87000 to 100000 (Currency: USD) (Pay period: per-year-salary)

Key Tasks & Responsibilities

Major Incident Leadership:

• Serve as the primary point of contact and authority for all incident‑related decisions.
• Assess incident severity, declare incident levels (e.g., P1/P2 etc.), and escalate as needed.
• Quickly evaluate technical information from monitoring tools such as SL1, SiteScope, Sunburst, and network telemetry.
• Coordinate troubleshooting efforts with internal teams (TOC, network engineering, server teams) and external partners (e.g., Lumen field operations).

Communication & Stakeholder Coordination:

• Direct all communications related to the incident, including updates to leadership, impacted ICs, and service owners.
• Set up and manage communication bridges when required in MS Teams.
• Keep internal and external stakeholders informed with accurate, timely, and concise updates.
• Actively mitigate panic, confusion, or misalignment through calm, structured messaging.

Technical Oversight & Coordination:

• Ensure all required technical SMEs are engaged and aligned on priorities.
• Request additional resources, expertise, or escalation paths when necessary.
• Maintain awareness of all activities performed during the incident and ensure efficient workflow.
• Confirm the validity of troubleshooting steps and ensure teams are not duplicating work.

Decision‑Making & Delegation:

• Make confident and timely decisions based on available data and SME input.
• Delegate tasks to team members and expand the team as incident complexity increases.
• Maintain focus on the broader incident timeline while individual teams address specific areas.

Post‑Incident Activities:

• Lead and document post‑mortem reviews; ensure lessons learned are captured.
• Produce incident documentation including incident reports, PRBs, ITASK records, and communication summaries.
• Recommend process improvements, preventative actions, and training needs.

On‑Call Responsibilities:

(Reflecting CIT On‑Call Schedule expectations)

• Provide on‑call coverage during assigned rotation periods on the weekends.  You are not required to come on site but work remotely if there is a problem.
• Always be reachable with phone and laptop available.
• Respond within required timeframes (e.g., within 15 minutes); delays may result in corrective action.
• Notify supervisors of conflicts or inability to cover assigned rotations.

Supervisory Responsibilities:

• Approve Leave and Timesheets.
• Mentor and Coach other TOC Engineers especially when they are having trouble with a process or procedure.
• Notify Leadership  of any problems or situations that may arise.
• Provide guidance to the TOC Engineers by engaging in nightly operational activities.

Education & Experience

Required Skills & Competencies:

• Bachelor’s degree from an 4 year accredited school program and 4 years of related experience.
• Associates degree from an accredited program and 6 years of related experience.
• Strong verbal and written communication skills.
• High‑level understanding of NIH/CIT infrastructure, monitoring tools, and ITSM processes.
• Ability to synthesize complex information quickly and make informed decisions.
• Calm and steady demeanor under pressure; ability to manage stressed personnel.
• Strong leadership qualities, including ability to direct diverse technical teams.
• Proven problem‑solving skills and analytical thinking.
• Experience participating in or leading major incident responses.

Preferred Experience

• Prior experience with the ITIL Framework and certification.
• Prior experience in incident management or similar operational command roles.
• Familiarity with NIH network topology, data centers, and vendor support escalation.
• Experience with ITSM platforms (ServiceNow), monitoring tools (SL1, SiteScope), and communication workflows such as xMatters.
• Participation in mock drills, communication workshops, or incident management training.

Work Environment

• Both a fast-paced and slow-paced operational setting, because of the off hours, involving real-time troubleshooting and cross-team coordination when possible.  Most night events carry over to the morning to our Day Shift.
• Frequent communication across OMS, network engineering teams, ICs, and external vendors.
• Participation in TOC meetings, weekly incident reviews, and documentation improvement discussions.

Security Clearance

• Must be able to obtain government customer clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Normal Shift Hours 10PM-6:30AM EST M-F
This team provides 24x7x365 support to the user community. Program covers a 24/7 operation, and members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises.
This is also a Hybrid Position where you would come into work certain days on-site in Bethesda, MD and teleworking some days from home.