Incident Management Manager
Dallas, TX
Network Operations /
Full Time /
On-site
Position Summary
- We are seeking an experienced and driven Service Assurance Manager to oversee the coordination and resolution of major network events across our environment. You will serve as the front-line lead during incident bridges, working alongside our third-party NOC (Fujitsu) and internal teams to drive swift, coordinated responses. Your expertise will also guide the development of outage playbooks, ensure cross-functional training, and strengthen collaboration with a variety of critical vendors.
Key Responsibilities
- Lead all high-priority Incident Bridges, coordinating stakeholders to resolution.
- Develop, maintain, and continuously improve Outage Playbooks for IP and Transport domains.
- Train internal teams on incident processes, escalation paths, and bridge protocols.
- Serve as the liaison between internal teams and vendors (Sonicwall, Fortigate, FS, Eltek, Voltaire, Dantherm, Nokia, Smartoptics, Hexatronics).
- Review incident postmortems and implement process improvements to reduce repeat issues and MTTR.
- Partner with the NOC and engineering teams to ensure accurate event classification and timely escalation.
- Build and maintain visibility dashboards or reporting related to incident metrics.
Required Qualifications
- 5+ years of experience in network operations, NOC, or incident management roles.
- Demonstrated ability to lead high-priority incident bridges, driving coordination across engineering, field ops, customer support, and vendors.
- Proven ability to classify, triage, and escalate events across multi-vendor, multi-domain environments.
- Skilled in capturing real-time updates, tracking action items, and maintaining communication flow.
- Strong technical understanding of IP and transport network elements.
- Excellent communication skills with the ability to lead under pressure.
- Experience working with or alongside third-party NOCs and multiple vendors.
- Familiarity with network hardware and software from key vendors (e.g., Sonicwall, Fortigate, Nokia).
- Proven ability to build processes, documentation, and training programs from the ground up.
Preferred Qualifications
- ITIL certification or familiarity with ITIL-based incident management.
- Experience in telecom or ISP environments.
- Project or program management background.
Education Requirements
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Network Engineering, or a related technical field preferred.
- Equivalent work experience in a relevant role may be considered in lieu of a degree.
- Additional certifications (e.g., CCNA, JNCIA, ITIL, PMP) are a plus.
$100,000 - $110,000 a year
