• Incident Manager 2

    Robert Half Technology (Annapolis, MD)


    Description

    We are looking for an experienced Incident Manager to join our team in Annapolis, Maryland, as part of a Tier 2 Network Operations Center. This long-term contract position focuses on incident management and troubleshooting for critical systems and networks, ensuring smooth operations for customers and business units. The role requires strong technical expertise, adaptability, and a commitment to providing excellent customer service in a 24/7 operational environment.

    Responsibilities:

    • Monitor network management systems to detect issues and coordinate with telecom providers to restore services efficiently.

    • Use incident management tools to document and update incident details accurately and promptly.

    • Diagnose and resolve basic system and network problems, applying technical knowledge to address queries.

    • Oversee high-availability IP networks, messaging systems, and Air-to-Ground data communication equipment.

    • Collaborate with senior team members to address moderate to complex technical challenges, occasionally taking the lead in less complex cases.

    • Troubleshoot, analyze, and escalate network performance issues while ensuring systems are functioning optimally.

    • Develop tools and processes to streamline deployment, configuration, and maintenance routines.

    • Participate in designing and configuring network solutions to meet operational requirements.

    • Provide guidance and solutions to customers, helping them resolve technical issues effectively.

    • Work flexible hours, including weekends and holidays, as part of a 24/7 operation center.

     

    Requirements • Certification in Networking protocols or technologies.

     

    • Strong understanding of IP networking protocols, computer hardware, and software interfacing.

    • Proven experience troubleshooting Cisco devices and implementing routing protocols.

    • Familiarity with tools such as ServiceNow, Remedy, Netcool, and Office 365.

    • Minimum of an AA/AS degree or equivalent post-high school training with at least 1-2 years of relevant experience, or a high school diploma with 2 years of related experience.

    • Excellent customer service skills with the ability to communicate technical concepts clearly.

    • Ability to work in a fast-paced environment and adapt to changing priorities.

    • Preferred qualifications include additional certifications and advanced knowledge of network management tools. Technology Doesn't Change the World, People Do.®

     

    Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

     

    Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

     

    All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

     

    • 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .