Network Incident Response Specialist

About the Job

Location : Downtown (free parking / attached garage)

Type : Contract to Hire / Onsite M-F

We are seeking a Network Incident Response Specialist to oversee and coordinate incident management processes within an enterprise level IT infrastructure. This role requires a strong communicator who can bridge the gap between technical teams and executive leadership.

The ideal candidate will have experience in Level III IT support, an understanding of networking technologies with understanding of enterprise ITSM tool (ie. ServiceNow or similar).

While the Network Incident Response Specialist is not a hands-on resolution of network incidents, it requires exceptional verbal and written communication skills to articulate technical issues to both technical and non-technical stakeholders. You will triage incidents, collaborate with senior IT leadership on resolution strategies, and ensure comprehensive documentation and reporting.

Key Responsibilities :

Incident Triage & Coordination

Serve as the primary point of contact for critical netowork and systems-related incidents, ensuring timely escalation and resolution.Assess the severity of incidents, categorize them appropriately, and facilitate communication between technical teams and leadership.Coordinate resolution efforts across IT teams, ensuring incidents are handled effectively.

Communication & Collaboration

Translate complex technical issues into clear, actionable insights for non-technical stakeholders.Provide regular updates on incident status to IT leadership and business units.Work closely with network engineers, system administrators, and service desk teams to align on resolution strategies.

Documentation & Reporting

Maintain detailed incident records in ServiceNow ITSM , ensuring accurate reporting and trend analysis.Generate post-incident reports, root cause analyses, and executive summaries to drive process improvements.Identify recurring incidents and collaborate on proactive mitigation strategies.

Process Improvement & Compliance

Ensure adherence to ITIL best practices and organizational policies for incident management.Contribute to the development of incident response playbooks, documentation standards, and communication protocols.Analyze incident trends and recommend improvements to incident management workflows.

Required Qualifications :

• 5 years of IT experience in a higher level technical support, service desk, or incident management role.
• Strong understanding of networking concepts , IT infrastructure, and troubleshooting methodologies.
• Experience with ServiceNow ITSM or similar ticketing / incident management tools.
• Exceptional verbal and written communication skills , with the ability to convey complex technical issues to diverse audiences.
• Ability to prioritize and manage multiple incidents in a fast-paced environment.
• Familiarity with ITIL best practices for incident and problem management.

Why Apply?

This is a great way to get a foot in the door with a national organization that is growing. If you have a passion for IT incident management, excellent communication skills, and a background in IT support, we encourage you to apply!

Salary : $75,000 - $80,000