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# IT Operations & Incident Response Manager (Senior)

- **Company:** Computer World Services
- **Location:** North Chicago, IL, United States (Remote available)
- **Experience:** Expert
- **Salary:** $120,000.0 - $150,000.0
- **Contract:** Permanent contract
- **Skills:** Cloud Computing, CompTIA Network+, Databases, Monitoring of Systems, Information Technology Operations, Knowledge Management, Cloud Services, Computer Network Operations, Grafana, Information Technology, Cisco, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=70292a110da09082

## About the Role

* Bachelor's degree in Information Technology or a related field, or equivalent relevant professional experience.
 * Minimum of seven (7) years of relevant IT operations, computer operations, incident management, infrastructure support, systems administration, or network operations experience.
 * Ability to work on-site in N. Chicago, IL, five days per week, and to support outage response outside normal business hours when required.

Preferred:

 * Experience coordinating major-incident or outage-response activities in a federal or DoD environment, including SEV 1-3 incidents managed under defined escalation and communications procedures.
 * Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team.
 * Experience providing recurring incident-status updates to Government, technical, and executive stakeholders.
 * Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, continuity, and knowledge-management practices.
 * Experience using ServiceNow or a comparable ITSM platform, and familiarity with enterprise monitoring, event-management, and observability tools.
 * General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations.
 * Strong crisis-coordination, communication, documentation, and decision-making skills.

Certifications

 * Required: Current ITIL Foundation certification.
 * Preferred: Cisco Certified Network Associate (CCNA), CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification.

## Description

The IT Operations & Incident Response Manager integrates response activities with the Service Desk and applicable ITSM processes and supports incident reporting, root-cause analysis, and corrective-action tracking. The successful candidate brings strong operational judgment and the ability to organize multiple technical teams during time-sensitive service disruptions., * Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure.

 * Receive, log, validate, classify, prioritize, and triage outage notifications and alerts from monitoring tools, the Service Desk, technical teams, and end users.
 * Under the direction of the ORT Lead, mobilize 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; track assignments, dependencies, decisions, and target times.
 * Maintain a complete incident timeline from detection and notification through escalation, diagnosis, mitigation, recovery, validation, and closure.
 * Provide status updates at intervals not exceeding one hour during active Severity (SEV) 1 and SEV 2 outages; coordinate consistent Service Desk messaging and respond promptly to Government requests for status and recovery estimates.
 * Coordinate execution of approved diagnostic, mitigation, workaround, and recovery procedures by authorized personnel, and coordinate service validation to confirm restoration.
 * Escalate unresolved issues, resource constraints, vendor delays, and restoration risks to the ORT Lead; coordinate vendor, carrier, utility, cloud-provider, and third-party engagement as directed.
 * Collect incident evidence, support written incident reports and root-cause analysis sessions, and track corrective and preventive actions through completion.
 * Integrate outage response with incident, problem, change, configuration, availability, continuity, and knowledge-management processes, and ensure incident records are suitable for metrics, audits, and Government review.
 * Support quarterly Incident Response Plan reviews, outage-response exercises, tabletop reviews, and call-tree validations; maintain procedures, contact lists, escalation paths, and templates.
 * Develop incident-volume, response-time, restoration-time, severity, and trend reports, and recommend improvements to monitoring, triage, escalation, and restoration workflows.