The Role
The Incident Support Manager leads operations for managing incidents, coordinates response teams, ensures documentation and root cause tracking, and seeks continual service improvement.
Summary Generated by Built In
CWS seeks an Incident Support Manager to direct incident management operations for the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract. The Incident Support Manager directs incident management operations, ensuring timely response and resolution of network disruptions affecting CBP mission systems.
Duties & Responsibilities
- Lead incident management and restoration efforts.
- Coordinate response teams during major outages or critical events.
- Ensure proper documentation, root cause tracking, and reporting.
- Liaise with CBP Incident Managers and senior leadership.
- Drive continual service improvement through process evaluation
Required Qualifications
- Bachelor’s in IT or related field.
- 10+ years in IT operations or network incident management.
- ITIL v3 and Certified Incident Manager (CIM) certifications.
Preferred Qualifications
- CCNA or CCNP certification.
- Prior DHS or CBP network operations experience.
Place of Performance
- Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).
Clearance
- Must have favorably passed a full five (5) year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected]
Skills Required
- Bachelor's in IT or related field
- 10+ years in IT operations or network incident management
- ITIL v3 and Certified Incident Manager (CIM) certifications
- CCNA or CCNP certification
- Prior DHS or CBP network operations experience
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The Company
What We Do
Computer World Services Corp. (CWS) is a provider of enterprise-wide IT solutions, digital transformation, and process optimization services. With over 30 years of experience, the company serves both Defense and Civilian federal government customers, focusing on delivering quality, value, and technological innovation. They are recognized for their consistent performance and high ratings in federal programs, maintaining a commitment to integrity and excellence in their service delivery.
