Senior IT Operations & Incident Response Manager

Overview

DecisionPoint seeks a Senior IT Operations & Incident Response Manager to coordinate daily operational monitoring, incident triage, outage recovery, and service-restoration activities for the USMEPCOM ENLIST program. 

Working under the Systems / Network Administrator Lead / ORT Lead, this position will mobilize technical teams, coordinate approved recovery procedures, maintain detailed incident timelines, and ensure accurate status communications throughout active outages. The IT Operations & Incident Response Manager will integrate response activities with the Service Desk and applicable ITSM processes while supporting incident reporting, root-cause analysis, and corrective-action tracking. 

The successful candidate will bring strong operational judgment, incident-coordination experience, and the ability to organize multiple technical teams during time-sensitive service disruptions. 

This position is located in N. Chicago, Illinois, and requires on-site work five days per week. The role supports a 24/7/365 outage-response capability and may require availability outside normal business hours. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The IT Operations & Incident Response Manager will: 

• Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure. 

• Review operational alerts, outage notifications, service degradation reports, and end-user incident reports. 

• Receive, log, validate, classify, prioritize, and triage outage notifications from monitoring tools, Service Desk personnel, technical teams, and end users. 

• Work under the direction of the Systems / Network Administrator Lead / ORT Lead during outage-response and recovery activities. 

• Mobilize the appropriate infrastructure, network, systems, application, database, cloud, storage, vendor, and Government support teams. 

• Establish and maintain incident bridges, communications channels, ticket records, action trackers, and restoration timelines. 

• Coordinate execution of approved diagnostic, mitigation, workaround, recovery, and service-restoration procedures. 

• Track technical assignments, responsible teams, dependencies, actions, decisions, target times, and current restoration status. 

• Maintain a complete incident timeline covering detection, notification, triage, escalation, diagnosis, mitigation, recovery, validation, and closure. 

• Provide accurate status updates at intervals not exceeding one hour during active SEV 1 and SEV 2 outages. 

• Prepare clear operational updates for the ORT Lead, Service Desk Branch Chief, Government stakeholders, and program leadership. 

• Coordinate Service Desk messaging and ensure internal stakeholders receive consistent and approved outage communications. 

• Respond promptly to Government requests for incident status, technical findings, recovery estimates, and supporting information. 

• Escalate unresolved issues, resource constraints, vendor delays, technical dependencies, and restoration risks to the ORT Lead. 

• Coordinate vendor, carrier, utility, cloud-provider, subcontractor, and third-party support engagement as directed. 

• Track temporary workarounds and contingency measures used when full restoration is not immediately possible. 

• Confirm that recovery actions are appropriately approved and executed by authorized technical personnel. 

• Coordinate service-validation activities to confirm that affected systems and functionality have been restored. 

• Support development of written incident reports following service restoration. 

• Collect incident details, technical findings, logs, ticket records, communications, timelines, actions, and supporting evidence for post-incident reporting. 

• Support root-cause analysis sessions and document contributing factors, technical causes, process gaps, corrective actions, and preventive recommendations. 

• Track post-incident corrective and preventive actions through completion. 

• Integrate outage-response activities with incident, problem, change, configuration, availability, continuity, and knowledge-management processes. 

• Ensure incident records are complete, accurate, consistent, and suitable for operational metrics, audits, and Government review. 

• Support quarterly reviews and updates of the operational Incident Response Plan. 

• Participate in outage-response exercises, tabletop reviews, call-tree validations, readiness assessments, and escalation tests. 

• Maintain incident-response procedures, contact lists, escalation paths, checklists, communications templates, and knowledge articles. 

• Develop incident-volume, response-time, restoration-time, severity, trend, and recurring-cause reports. 

• Identify opportunities to improve monitoring, triage, escalation, communications, documentation, and restoration workflows. 

Qualifications

Required Qualifications 

• Active Secret clearance or higher. 

• Bachelor’s degree in Information Technology or a related field, or equivalent relevant professional experience. 

• Minimum of 7 years of relevant IT operations, computer operations, incident management, infrastructure support, systems administration, or network operations experience. 

• Current ITIL Foundation certification. 

• Ability to work on-site in N. Chicago, Illinois, five days per week. 

• Ability to support outage-response activities outside normal business hours when required. 

Preferred Qualifications 

• Current Cisco Certified Network Associate, CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification. 

• Experience coordinating major-incident or outage-response activities in a federal or DoD environment. 

• Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team. 

• Experience managing SEV 1, SEV 2, and SEV 3 incidents using defined escalation and communications procedures. 

• Experience coordinating infrastructure, network, systems, application, database, cloud, storage, and vendor teams during service disruptions. 

• Experience maintaining incident timelines, action trackers, communications records, and recovery documentation. 

• Experience providing recurring incident-status updates to Government, technical, and executive stakeholders. 

• Experience supporting root-cause analysis and tracking corrective and preventive actions. 

• Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, service continuity, and knowledge-management practices. 

• Experience using ServiceNow or a comparable ITSM platform for incident, problem, change, configuration, and knowledge management. 

• Familiarity with enterprise monitoring, event-management, alerting, network-performance, and observability tools. 

• General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations. 

• Experience developing incident metrics, operational reports, outage analyses, dashboards, and leadership briefings. 

• Strong crisis coordination, organization, communication, documentation, decision-making, and follow-through skills. 

• Ability to manage multiple technical teams, assignments, dependencies, and deadlines during high-impact incidents. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.