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MicroTech · 2 months ago

Incident Support Manager

Orlando, FL

Full-time

Onsite

Senior Level

6+ years exp

MicroTech is currently seeking an Incident Support Manager to support Customs and Border Protection (CBP) in Orlando, FL. The role involves overseeing a team of technical professionals, managing network performance, and providing operational analysis and support for the CBP Network infrastructure.

Information Technology

Responsibilities

Provides oversight and guidance to the team of technical professionals responsible for supporting Network infrastructure operations

Provides support in the translation of business requirements into telecommunications (e.g., LAN, MAN, WAN, Voice and Video) requirements and orders

Provides in-depth operational analysis of the CBP Network and recommendations for IT alternatives in support of strategic modernization efforts

Responsible for the management of network performance and end-to-end service quality for the CBP Network infrastructure

Responsible for the review and analysis of overall end-to-end network performance to maintain an acceptable level of network quality of service as per business objectives, predefined network Key Performance Indicators, and established SOPs

Lead and participate in the assessment and selection of the network performance and management tools/systems for existing and new network technologies and services

Provides support to end users, operations personnel, and Government program managers

Monitors and responds to hardware, software, and network problems

Provides the routine testing and analysis of all elements of the network facilities

Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance

Troubleshoots network systems when necessary and makes improvements to the network

Provide and support tools enhancements

Perform software and security patching

Qualification

ITIL v3CCNACCNPCCIENetwork infrastructureNetworking conceptsEnterprise monitoring systemsProject managementSecurity compliance knowledgeLeadership abilities

Required

Relevant certifications such as ITIL v3, CCNA, CCNP, or CCIE

Bachelor's degree in related technical field such as management information systems, computer science, engineering, IT, Networking and Telecommunications

A minimum of six (6) plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises

Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers)

Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications

Showcase leadership abilities by managing projects and teams

Be proficient in project management and have knowledge of security and compliance issues