Overview
On Site
USD 45.00 - 50.00 per hour
Contract - Independent
Skills
Network Administration
Management
Collaboration
Sales
Root Cause Analysis
Workflow
Operational Efficiency
Telecommunications
Customer Support
Incident Management
IP
Intellectual Property
Managed Services
Performance Metrics
Communication
Multitasking
Security Clearance
Privacy
Marketing
Job Details
Location: Cary, NC
Salary: $45.00 USD Hourly - $50.00 USD Hourly
Description:
Position: Incident Management Support
Location: Cary NC (Work Model: 24/7 operational support with on-call rotation)
Security Requirement: Must be eligible to obtain a Public Trust Security Clearance
Role Overview
We're looking for a highly motivated and experienced Major Incident Manager to lead incident response efforts for Client Business Federal customers. This role requires deep expertise in domestic and international telecom services-including data, voice, IP, and managed services-and a strong commitment to delivering exceptional customer experiences. You'll serve as a customer advocate, coordinating across internal teams and external partners to drive timely resolution of major outages and ensure transparent communication throughout the incident lifecycle.
Key Responsibilities
Required Qualifications
Additional Information
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary: $45.00 USD Hourly - $50.00 USD Hourly
Description:
Position: Incident Management Support
Location: Cary NC (Work Model: 24/7 operational support with on-call rotation)
Security Requirement: Must be eligible to obtain a Public Trust Security Clearance
Role Overview
We're looking for a highly motivated and experienced Major Incident Manager to lead incident response efforts for Client Business Federal customers. This role requires deep expertise in domestic and international telecom services-including data, voice, IP, and managed services-and a strong commitment to delivering exceptional customer experiences. You'll serve as a customer advocate, coordinating across internal teams and external partners to drive timely resolution of major outages and ensure transparent communication throughout the incident lifecycle.
Key Responsibilities
- Lead proactive and reactive incident management for complex telecom infrastructure issues.
- Troubleshoot and resolve technical problems across data, voice, IP, and managed service domains.
- Maintain consistent, clear communication with customers, providing timely updates and managing expectations.
- Facilitate cross-functional collaboration with engineering, sales, and external vendors to escalate issues and conduct root cause analysis.
- Utilize Client automation tools (e.g., VEC, e-bonding, email status updates) to streamline incident workflows and improve operational efficiency.
- Identify recurring issues and implement preventive measures to reduce future incidents.
- Participate in an on-call rotation to support after-hours and weekend incident response.
Required Qualifications
- Minimum 5 years of experience in telecommunications customer support or incident management.
- Strong understanding of Client's domestic and international service offerings (data, voice, IP, managed services).
- Proven ability to analyze circuit performance metrics and develop actionable solutions.
- Excellent communication skills, with the ability to engage both technical and non-technical stakeholders.
- Strong organizational and multitasking abilities in high-pressure environments.
- Bachelor's degree in a related field or equivalent practical experience.
Additional Information
- This role supports a 24/7 operational environment and may require shift flexibility.
- On-call availability is required for after-hours and weekend support.
- Public Trust Security Clearance eligibility is mandatory.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
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