IT Operations & Incident Response Manager; Senior

Computer World Services, Corp. (CWS) seeks a Senior IT Operations & Incident Response Manager to coordinate daily operational monitoring, incident triage, outage recovery, and service-restoration activities for the USMEPCOM ENLIST program. Working under the Systems / Network Administrator Lead / Outage Response Team (ORT) Lead, this position mobilizes technical teams, coordinates approved recovery procedures, maintains detailed incident timelines, and ensures accurate status communications throughout active outages.

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.

Required:

• 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…