IT Operations & Incident Response Manager (Senior)

DecisionPoint seeks a Senior IT Operations & Incident Response Manager to coordinate daily operational monitoring, incident triage, outage recovery, and service-restoration activities for the USMEPCOM ENLIST program. 

Working under the Systems / Network Administrator Lead / ORT Lead, this position will mobilize technical teams, coordinate approved recovery procedures, maintain detailed incident timelines, and ensure accurate status communications throughout active outages. The IT Operations & Incident Response Manager will integrate response activities with the Service Desk and applicable ITSM processes while supporting incident reporting, root-cause analysis, and corrective-action tracking. 

The successful candidate will bring strong operational judgment, incident-coordination experience, and the ability to organize multiple technical teams during time-sensitive service disruptions. 

This position is located in N. Chicago, Illinois, and requires on-site work five days per week. The role supports a 24/7/365 outage-response capability and may require availability outside normal business hours. 

• →Active Secret clearance or higher. 

• →Bachelor’s degree in Information Technology or a related field, or equivalent relevant professional experience. 

• →Minimum of 7 years of relevant IT operations, computer operations, incident management, infrastructure support, systems administration, or network operations experience. 

• →Current ITIL Foundation certification. 

• →Ability to work on-site in N. Chicago, Illinois, five days per week. 

• →Ability to support outage-response activities outside normal business hours when required. 

• Current Cisco Certified Network Associate, CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification. 

• Experience coordinating major-incident or outage-response activities in a federal or DoD environment. 

• Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team. 

• Experience managing SEV 1, SEV 2, and SEV 3 incidents using defined escalation and communications procedures. 

• Experience coordinating infrastructure, network, systems, application, database, cloud, storage, and vendor teams during service disruptions. 

• Experience maintaining incident timelines, action trackers, communications records, and recovery documentation. 

• Experience providing recurring incident-status updates to Government, technical, and executive stakeholders. 

• Experience supporting root-cause analysis and tracking corrective and preventive actions. 

• Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, service continuity, and knowledge-management practices. 

• Experience using ServiceNow or a comparable ITSM platform for incident, problem, change, configuration, and knowledge management. 

• Familiarity with enterprise monitoring, event-management, alerting, network-performance, and observability tools. 

• General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations. 

• Experience developing incident metrics, operational reports, outage analyses, dashboards, and leadership briefings. 

• Strong crisis coordination, organization, communication, documentation, decision-making, and follow-through skills. 

• Ability to manage multiple technical teams, assignments, dependencies, and deadlines during high-impact incidents. 

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.