Incident Manager - TS/SCI Required

As an Incident Manager at Radix Metasystems, Inc., you'll be tasked with overseeing the entire incident management process, from evaluation and recording to resolution. Your responsibilities will include analyzing incident data to identify trends, coordinating technical meetings, managing technical support teams, documenting troubleshooting steps, and ensuring incidents are resolved in accordance with service level agreements. You will play a pivotal role in preventing future incidents by conducting thorough root cause analyses and creating knowledge articles.

To qualify for the Incident Manager position at Radix Metasystems, Inc., you must possess a TS/SCI clearance along with 10-16 years of relevant network engineering experience. You should meet DoD 8570 IAT Level 2 certification requirements and have a robust understanding of Layer 1 and Layer 2 networking protocols, including VLAN configuration and troubleshooting. Familiarity with Cisco IOS and other network operating systems is also essential.

An Incident Manager at Radix Metasystems, Inc. should have a solid background in Layer 1 and Layer 2 networking technologies, along with an understanding of Layer 3 protocols like OSPF and BGP. Experience with tools such as Visio and ServiceNow for incident management and process documentation is highly beneficial. Additionally, strong analytical skills are important for effective incident trend reporting.

Radix Metasystems, Inc. offers an attractive benefits package for its Incident Manager position, which includes fully employer-funded medical, dental, and vision premiums, short-term and long-term disability insurance, a retirement plan with contributions of up to 25% of your base salary, and an impressive six weeks of paid time off per year. We are committed to ensuring our employees are well taken care of both professionally and personally!

The work schedule for the Incident Manager at Radix Metasystems, Inc. is structured as an 8x5 flex arrangement, allowing for a balanced work-life experience. We understand the importance of flexibility and value the contributions our employees make to their personal and professional lives.

In previous roles, I consistently followed a systematic incident management process where I would first record incidents as they were reported, categorize them, and prioritize them based on severity. I would then engage with the technical support team to ensure timely resolution while updating the status in our tracking system. By utilizing trend analysis, I ensured any recurring issues were properly documented and addressed to prevent future occurrences.

For major incidents, I initiate a structured post-incident review involving all key stakeholders. I facilitate discussions to gather insights from various teams and compile all relevant data, including timelines and outcomes of the incident. This collaborative effort allows us to identify underlying causes and develop comprehensive solutions that address the root of the issue and improve future incident response.

Managing stress in high-pressure situations involves a combination of maintaining a calm demeanor, focusing on prioritization, and utilizing effective communication. I find it helps to take a step back and assess the situation before diving into problem-solving, ensuring that I allocate resources wisely and keep all team members informed of their roles.

I am proficient in various incident management tools including ServiceNow and other ITSM platforms. I also have experience with ticketing systems and utilizing reporting tools to analyze incident trends, which allows me to develop actionable insights for improving service quality and operational efficiency.

In my previous role, we faced a major network outage that affected multiple departments. I organized an immediate response team, communicated clearly with impacted users, and ensured regular updates were sent out. After diagnosing the issue, we implemented a temporary workaround that restored service while working on a permanent resolution. The incident not only tested our incident management process but also strengthened our team's collaboration.

To ensure compliance with SLAs, I prioritize ticket resolution based on severity and monitor ongoing incidents closely. I regularly review metrics that track our performance against SLAs, and if I identify potential risks for breaches, I proactively communicate with the relevant teams to escalate as needed. Continuous training and refresher sessions also help keep the team aligned.

Effective communication with cross-functional teams hinges on clarity and structured updates. I often utilize regular stand-ups and progress reports to keep everyone informed, ensuring that I tailor my communication style to meet the needs of diverse team members. Establishing clear points of contact helps streamline conversations and resolve issues more effectively.

I handle documentation meticulously by ensuring every incident is recorded with relevant details such as timelines, impact assessments, and resolution steps. I also maintain knowledge articles for recurring incidents to serve as future references. This structured approach not only aids in accountability but also facilitates smoother resolutions when similar incidents occur.

Preventive measures are crucial in incident management. I believe in a proactive approach that includes regular system audits, continuous monitoring, and trend analysis to identify vulnerabilities before they result in incidents. Sharing knowledge across teams helps to build a collaborative mindset towards prevention and fosters a culture of continuous improvement.

What inspires me most about working in incident management is the opportunity to make a direct impact on service quality and performance. Being in a position where I can solve problems, streamline processes, and enhance user experiences drives my passion in this field. I find fulfillment in transforming challenges into opportunities for growth and improvement, both for myself and the organization.