Incident Manager

Position would require the candidate to be a W2 employee of Donatech. US Citizenship Required. • Monitors network management system and engages telecom providers to drive restoral efforts. • Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information. • Solves systems and network problems/questions with limited scope and complexity. • Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems. • Identifies resolutions of routine technical queries from client CAS customers and CAS Business Units. • Takes guidance from other team members or management to resolve less routine issues. • Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues. • Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures. • Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues. • Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient. • Participates in network solutions design and configurations. • Analyzes issues and provides customers with guidance to resolve problems, THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS • This is a 24 x 7 365 Operation Center which requires working some weekends and holidays. • Strong Customer Service skills • EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES, PRIORITIZING AND DELEGATING • Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half. 1. Transport - Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc. 2. DataLink - Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible. 3. Applications - Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages. • This position is for MID Shift 11:00pm to 7:30am Required Qualifications: • Network+ Certification • Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing. • Knowledge and understanding of ITIL/ITSM concepts and practices. • Experience troubleshooting Cisco devices. • Experience with HSRP/BGP routing protocols. • This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR • HS Diploma/GED with 2 years of experience Preferred Qualifications: • CCNA Certification • Knowledge of Remedy, Netcool, Office 0365, ServiceNow