The Judge Group

Compensation

Full 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.