Arch · 2 months ago
Incident Support Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expArch Systems, LLC is seeking an Incident Support Manager responsible for ensuring the rapid restoration of network infrastructure and service operations. This role involves planning, coordinating, and overseeing activities for incident remediation while collaborating with various stakeholders to maintain service continuity and operational excellence.
Cloud InfrastructureSoftwareUX Design
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Support the rapid restoration of network infrastructure and service operations to minimize business disruption
Plan, coordinate, and execute all activities associated with incident remediation and reporting
Act as the contract Point of Contact (POC) for all major incident management and coordination
Communicate effectively with the CBP Incident Manager and other government stakeholders throughout the incident lifecycle
Ensure effective implementation and adherence to the CBP Incident Management Process
Serve as the first stage of escalation for all incidents, ensuring proper categorization and prioritization
Oversee Tier 1 and Tier 2 incident response teams to ensure timely and accurate issue resolution
Ensure all incidents are properly documented, resolved, and closed in compliance with defined procedures
Produce weekly metrics and monthly incident reports to support continuous process improvement
Lead post-incident reviews (RCA) and identify opportunities for systemic enhancements
Collaborate with engineering teams and government representatives to align on incident response standards and service quality
Recommend improvements to the Incident Management process, tools, and escalation models
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Engineering, Networking, Telecommunications, or a related field
Minimum 10+ years of senior-level networking experience supporting large, complex enterprise infrastructures
Strong working knowledge of networking concepts, infrastructure, and equipment (e.g., routers, switches, firewalls, load balancers)
Experience in implementing and managing enterprise-wide monitoring systems for servers, networking devices, and applications
Proven leadership abilities in managing technical teams and incident response operations
Strong project management skills and understanding of security and compliance frameworks
Networking: 10 years (Required)
Secret (Required)
Preferred
Relevant certifications such as ITIL v3, CCNA, CCNP, or Certified Incident Manager (CIM)
Demonstrated experience leading Major Incident bridges in 24×7 operational environments
Strong communication and coordination skills with stakeholders, government teams, and engineering units
Proven track record of managing incident lifecycles — from categorization and escalation through resolution and closure with RCA documentation
Experience producing weekly metrics and monthly reviews to drive performance and process optimization
Ability to coordinate cross-functional incident roles, including Tier-1, Tier-2, engineering, and government participants
CBP BI and/or Secret/Top Secret security clearance preferred
Company
Arch
Arch is a market provider of SAP usability software and delivering solutions to enhance the SAP user experience.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase