Are you ready to drive team results as an Incident Manager? Antero Technology Services is looking for a proactive person with a TS/SCI clearance to join our Network Operations Team. Your team provides highly available enterprise network services including voice, video, and data to a global population. You’ll monitor incident and support request tickets to ensure the operations staff are meeting Service Level Agreements; work with team leads to identify bottlenecks and help to optimize processes; contribute to process documentation that helps raise the bar by delivering predictable and repeatable results. Your efforts will help provide optimal network services in a real-time mission-critical global enterprise with thousands of end points and flag level customers.

Your Place in Our Team

We’re a small business which means you make a big difference with our team. We offer full company-paid health plans, time off, retirement, and other financial benefits. Our culture thrives on learning, and our professional growth program helps pay for your advancement. We encourage leadership growth too, and we’ll help you build and lead a team of your own.

What you’ll be doing

Manage Network Operations queues to ensure SLA compliance and responsive customer experiences
Review and assign tickets within 30 minutes of receipt
Assist in problem identification and trend analysis to highlight systemic faults; elevate recurrent issues to Problem Management Team
Review mis-route/re-route tickets to service desk for proper escalations
Review ticket backlogs and follow up with technicians and/or section leads to reduce aging tickets
Prepare weekly reports on problem tickets and queue performance statistics
Assist in the development of efficient procedures for managing Network Operations queues
Collaborate with Service Desk to ensure Network Operations knowledge articles are relevant and contain escalation requirements
Participate in performance improvement projects
Collaborate with peer support teams including Service Desk, Infrastructure Operations, Cyber Operations, and Watch Officers

What you’ll need to have

8570 IAT Level II Certification (typically Security+)
TS/SCI with CI Poly, or willingness and ability to be cleared
High School+7 years; Bachelor’s+3; Master’s+1
Experience with formal Service Operations processes (ITIL certification preferred)
Experience with ServiceNow, Remedy, Siebel, Cherwell, and/or other ticketing systems
Experience with process development and documentation
Familiarity with network infrastructure, monitoring tools, devices, and errors
Engaging communications style with customers, peers, and support teams

Strengths you’ll bring to our team

Passion for learning and professional growth
Eagerness to help customers, peers, and juniors
Taking ownership to do the right things right
Building trust by delivering results that make a difference
Comfortable communicating good news, bad news, challenging opinions, and innovative ideas

Service Desk