Incident Commander

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters. 

As an Incident Commander, you will play a pivotal role in leading and managing the response to critical incidents and emergencies, including effectively coordinating response efforts, managing resources, and communicating with various stakeholders. You will be part of Intrado’s 24 x 7 Incident Command team, which includes on-call rotation. Intrado’s Incident Command Program is modeled after FEMA’s Incident Command System (ICS).

Key Responsibilities:

• Provide strong Command & Control of incident bridge activities, including overall leadership and facilitation during incidents
• Utilize principles and practices of Incident Command to provide calm direction in chaotic and tense situations
• Demonstrate strong critical thinking skills and maintain an overall incident perspective.
• Ensure the Incident Command System (ICS) processes are properly followed while ensuring adherence to corporate and department policies and procedures
• Ensure the appropriate incident communication is maintained throughout the incident process, including to internal/external customers and FCC regulatory/internal legal bodies
• Supervise technical support services while adhering to established departmental standards and guidelines
• Lead incident team resources in the development and execution of incident objectives, create corrective actions, establish mitigation/restoration plans for system issues and outages during assigned shift from incident initiation and tracking progress through closure, bringing in additional resources and managing handoffs as needed
• Maintain problem and impact statements, ensuring they are current through the life of an incident
• Ensure all incident activities are properly documented
• Work with extended incident team to improve incident and problem management processes, tools, and documentation
• Conduct research, compile data for report preparation and assist in identifying improvements and follow-up items
• Proactively strive to enhance the efficiency and effectiveness of all workflow interfaces to exceed established business goals and objectives

Qualifications:

• 3+ years of experience in project management, management, or matrix-management, preferably in a technical environment (e.g., Application support, Systems Administration, Data Center, Network Engineering) required
• 1+ years of IT Service Management (ITSM) software experience (e.g., ServiceNow, JIRA, Service Desk) required (1+ years of ServiceNow experience preferred)
• 1+ years of Incident Management experience required
• 2+ years of Incident Command experience preferred
• Basic understanding of network topology in a TCP/IP, asynchronous, and synchronous environment required
• Knowledge of telephony networks (e.g., SS7, SIP, ISDN, wireless 9-1-1, PSAP connectivity, network topology) preferred
• Intermediate knowledge of Word, Excel, and PowerPoint required
• You will be part of Intrado’s 24 x 7 Incident Command team working Days, Swings, or a Night shift in addition to participation in an On-Call rotation

Education:

• Bachelor’s degree in management, Computer Science, Information Systems, Information Technology, Statistics or related field required
• Equivalent work experience in a similar position may be substituted for education requirements