Network Management Operations Manager - III

Major Incident Manager

We are seeking a highly motivated and experienced Major Incident Manager to provide top-tier incident management for our client's Federal customers. In this role, you will leverage your extensive knowledge of domestic and international telecom services (data, voice, IP, managed services) to drive major outage issues and ensure a positive customer experience. You will act as a customer advocate, collaborating with internal teams and external partners to drive timely and effective resolutions while keeping our customers updated on resolution progress.

Key Responsibilities:

• Provide proactive and reactive incident management for our client's customers, utilizing your deep understanding of network infrastructure and service offerings.
• Demonstrate expertise in troubleshooting and resolving technical issues related to data, voice, IP, and managed services, leveraging your knowledge of support systems.
• Proactively communicate with customers throughout the incident management lifecycle, providing timely updates and managing expectations effectively.
• Collaborate with internal technical teams, sales teams, and external partners to escalate issues, facilitate conference bridges, and drive root cause analysis.
• Champion the use of our client's automation tools, such as VEC, email statuses, and e-bonding, automation to streamline processes and improve efficiency.
• Demonstrate a proactive approach to problem-solving, identifying chronic issues and developing action plans to prevent recurrence.
• Participate in an on-call rotation to provide after-hours and weekend support to customers as needed.

Qualifications:

• Minimum 5 years of experience in a telecommunications customer support environment, with a proven track record of resolving complex technical issues.
• Comprehensive understanding of our client's domestic and international telecom services, including data, voice, IP, and managed services.
• Strong analytical and problem-solving skills, with the ability to analyze circuit statistics and formulate action plans.
• Excellent interpersonal, written, and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Bachelor's degree in a related field or equivalent experience preferred.

Additional Information:

• This is a 24/7 operation, and the role may require working different shifts to support business needs.
• On-call availability is required to provide after-hours and weekend support to customers.
• Required: ability to obtain a Public Trust Security Clearance.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.