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.

What YOU will learn:

• Will be trained 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.

Transport - Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.

DataLink - Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.

Applications - Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

Education & Experience:

• Typically requires an AA/AS degree (or other 2-year post high school training) with a minimum of 6 years of relevant experience OR

• HS Diploma/GED with 2 years of experience

• Candidates must be US Citizen

Qualifications you must have:

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract

• CCNA or Security+ certification or equivalent or taking courses

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract

• Prior Customer Service experience

• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.

• Experience troubleshooting Cisco devices.

• Experience with HSRP/BGP routing protocols.

Skills we value:

• Efficient at Multitasking, this includes taking on multiple responsibilities, prioritizing, and delegating.