Incident Response Manager

Summary

Join FusionTek's team as an Incident Response Manager! This role requires a proactive problem-solver with excellent communication skills to manage incident response projects. You will provide technical and non-technical updates to stakeholders, translate technology for clients, and serve as an escalation point for engineers. The position demands availability Friday-Monday, 9 AM to 7:30 PM ET, and involves working remotely from anywhere in the U.S. You will manage incident response recovery efforts, utilize ticketing and documentation systems, and collaborate with a team to deliver exceptional client service. FusionTek offers competitive compensation and benefits.

Requirements

• Be available to work Friday to Monday, from 9:00 AM to 7:30 PM ET, including a half-hour lunch break
• Have previous experience leading a technical team
• Have knowledge of Office 365 / Azure cloud services
• Have knowledge of Active Directory
• Have knowledge of complex networking troubleshooting (VLANs/routing/subnetting/packet captures)
• Have a broad understanding of how operating systems work
• Have knowledge of advanced OS troubleshooting (boot issues/corruption of profiles/OS files)
• Be comfortable working in different OSs, both in CLI and GUI
• Have strong comprehension of system architecture (i.e. - how servers function, what their roles are, etc.)
• Have understanding of the elements of network and system performance
• Possess time management skills
• Possess superb verbal and written communications skills
• Demonstrate skillset through industry certifications or an agreed upon plan to obtain them

Responsibilities

• Provide excellence in high-touch technical management for incident response projects
• Provide frequent technical and non-technical written, verbal and video call (Zoom / Teams) updates with all stakeholders on a project, both within FusionTek and externally
• Translate technology to clients who aren’t always technical
• Make decisions on the client’s recovery strategy
• Serve as escalation point and subject matter expert to less-experienced FusionTek engineers and the client
• Be primarily focused on technical management of incident response recovery efforts from start to finish
• Handle initial project mobilization, assignment and management of technical workstreams, and frequent client and vendor communication
• Conduct daily (sometimes more frequent) update calls and associated reporting
• Work through our ticketing system to document, track, and escalate project tasks and tickets
• Work in our documentation platform to keep everything up to date along the way
• Serve as escalation point on technical questions from other engineers and the client
• Work with a team of intelligent people to deliver world class service to our clients, both remotely and onsite

Preferred Qualifications

• Have SQL DB knowledge
• Have knowledge of advanced firewall configuration skills (creating and troubleshooting complex firewall policies/routes)
• Have experience troubleshooting ingress/egress issues
• Be comfortable working in diverse firewall UIs (SonicWall, Meraki, FortiGate, Cisco, WatchGuard, etc.)
• Have previous recovery / remediation experience
• Have experience working in a ticketing system, with Autotask experience a plus

Benefits

• Salary range - $95,000 - $115,000
• Competitive pay with quarterly bonus eligibility
• Coverage for 90% of your medical, dental, and vision insurance expenses
• 401(k) plan with 4% company matching and immediate vesting
• Eight paid holidays and 18 days of PTO in year one
• Educational reimbursement for certification tests and company supplied training resources
• Fun team events