Incident Response Lead

An Incident Response Lead provides exceptional, personalized customer service, ensuring that clients receive an elevated, premium support experience. This role requires attention to detail, a high level of professionalism, and a proactive approach to servicing digital escort requests. This role manages high severity and priority tickets, ensuring their needs are met with the highest standard of care. In addition to supporting as a Digital Escort Operator, an Incident Response Lead would also be responsible for the following job responsibilities:

• Assist the Shift Supervisor with facilitating digital escorts in the following scenarios:

Join bridges to any active outages or high severity IcMs to assess and provide necessary Fairfax Digital Escort support

• Be the first responder to critical incidents and provide hands on support during response efforts


• Coordinate and facilitate any hand offs for digital escorts to the Fairfax Team


• Update the trackers and document incident details and responses

Assist with Fairfax volume surges

• Responsible for tracking and managing the unhandled queue


• Coordinate with Operators and Leads to ensure that unhandled requests are rescheduled


• Update the trackers and document the requests and additional details

• Support ad-hoc client taskings as needed


• Manages and supports high severity and priority tickets, ensuring clients receive the highest standard of care.


• Assists the Shift Supervisor by facilitating digital escorts, as needed, in response to active outages, volume surges, and any required team support.


• Responds quickly to critical incidents and provides hands on support during response efforts.


• Coordinates and facilitates any transfers for digital escorts to the Team


• Updates necessary trackers to document incident details and responses.


• Tracks unhandled queue and coordinates with Operators and Leads to ensure that requests are rescheduled appropriately.


• Serves as primary escalation POC for leadership and supports ad-hoc client needs, as requested.


• Maintains professional demeanor to build strong relationships with clients to become a trusted advisor.


• Supports weekend call rotation for any high severity ticket or critical incident response escalations.


• Directs any personnel concerns to program leadership.

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.


• 3 years of operations experience providing application infrastructure support; 2 years performing system administrator support.

Clearance Requirement

• TS clearance required


• FBI CJIS Investigation required

Preferred Skills

• Experience in supporting Azure/AWS cloud

Certifications/Licensures

• Microsoft Azure Fundamentals preferred


• CompTIA Security+ preferred

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux


• Experience supporting a 24x7 cloud-based environment


• Excellent interpersonal skills


• Strong oral and written communication skills


• Excellent in supporting Cloud based environment and tools such as Azure/AWS


• Experience analyzing, troubleshooting, and providing solutions for technical issues


• Ability to collaborate with team members


• Strong organizational and multi-tasking skills


• Excellence in technical communications with both technical and non-technical peers


• Able to maintain professionalism under pressure


• Strong customer focus


• Exceptional problem-solving, analytical, and customer service skills

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