Overview
On Site
Full Time
Skills
Network Administration
Network
Service Assurance
Customer Experience
Network Design
Incident Management
Management
Sales
Bridging
Root Cause Analysis
Customer Support
Telecommunications
IP
Intellectual Property
Managed Services
Analytical Skill
Problem Solving
Conflict Resolution
Statistics
Communication
Security Clearance
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Apex
Oracle Application Express
Job Details
Job#: 3010735
Job Description:
Department: Government Network Service Assurance / Federal Major Incident Management
Summary:
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. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: 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.
Job Description:
Department: Government Network Service Assurance / Federal Major Incident Management
Summary:
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. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: 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.
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