---
title: 'IT Operations & Incident Response Manager (Senior) at Computer World Services'
canonical: 'https://feeny.ai/job/it-operations-incident-response-manager-senior-computer-world-services-north-33pxw132cjs3'
type: 'job'
last_seen: '2026-11-01'
---

# IT Operations & Incident Response Manager (Senior) at Computer World Services

- **Company:** Computer World Services
- **Location:** North Chicago, IL
- **Compensation:** $120k–$150k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-27
- **Last confirmed live:** 2026-11-01
- **Apply:** https://jobs.lever.co/cwsc/c4cb3242-6712-411d-b1c9-3eeb87d30892

## Job description

Computer World Services, Corp. (CWS) seeks a Senior IT Operations & Incident Response Manager to coordinate daily operational monitoring, incident triage, outage recovery, and service-restoration activities for the USMEPCOM ENLIST program. Working under the Systems / Network Administrator Lead / Outage Response Team (ORT) Lead, this position mobilizes technical teams, coordinates approved recovery procedures, maintains detailed incident timelines, and ensures accurate status communications throughout active outages. The IT Operations & Incident Response Manager integrates response activities with the Service Desk and applicable ITSM processes and supports incident reporting, root-cause analysis, and corrective-action tracking. The successful candidate brings strong operational judgment and the ability to organize multiple technical teams during time-sensitive service disruptions.

## Key Tasks & Responsibilities

- Coordinate daily monitoring of USMEPCOM networks, applications, systems, cloud services, and supporting infrastructure.
- Receive, log, validate, classify, prioritize, and triage outage notifications and alerts from monitoring tools, the Service Desk, technical teams, and end users.
- Under the direction of the ORT Lead, mobilize infrastructure, network, systems, application, database, cloud, storage, vendor, and Government support teams.
- Establish and maintain incident bridges, communications channels, ticket records, action trackers, and restoration timelines; track assignments, dependencies, decisions, and target times.
- Maintain a complete incident timeline from detection and notification through escalation, diagnosis, mitigation, recovery, validation, and closure.
- Provide status updates at intervals not exceeding one hour during active Severity (SEV) 1 and SEV 2 outages; coordinate consistent Service Desk messaging and respond promptly to Government requests for status and recovery estimates.
- Coordinate execution of approved diagnostic, mitigation, workaround, and recovery procedures by authorized personnel, and coordinate service validation to confirm restoration.
- Escalate unresolved issues, resource constraints, vendor delays, and restoration risks to the ORT Lead; coordinate vendor, carrier, utility, cloud-provider, and third-party engagement as directed.
- Collect incident evidence, support written incident reports and root-cause analysis sessions, and track corrective and preventive actions through completion.
- Integrate outage response with incident, problem, change, configuration, availability, continuity, and knowledge-management processes, and ensure incident records are suitable for metrics, audits, and Government review.
- Support quarterly Incident Response Plan reviews, outage-response exercises, tabletop reviews, and call-tree validations; maintain procedures, contact lists, escalation paths, and templates.
- Develop incident-volume, response-time, restoration-time, severity, and trend reports, and recommend improvements to monitoring, triage, escalation, and restoration workflows.

Education & Experience

Required:

- Bachelor’s degree in Information Technology or a related field, or equivalent relevant professional experience.
- Minimum of seven (7) years of relevant IT operations, computer operations, incident management, infrastructure support, systems administration, or network operations experience.
- Ability to work on-site in N. Chicago, IL, five days per week, and to support outage response outside normal business hours when required.

Preferred:

- Experience coordinating major-incident or outage-response activities in a federal or DoD environment, including SEV 1–3 incidents managed under defined escalation and communications procedures.
- Experience supporting a 24/7/365 network operations center, service operations center, command center, or Outage Response Team.
- Experience providing recurring incident-status updates to Government, technical, and executive stakeholders.
- Knowledge of ITIL incident, major-incident, problem, change, configuration, availability, continuity, and knowledge-management practices.
- Experience using ServiceNow or a comparable ITSM platform, and familiarity with enterprise monitoring, event-management, and observability tools.
- General knowledge of network, server, application, cloud, database, storage, LAN, WAN, and SAN operations.
- Strong crisis-coordination, communication, documentation, and decision-making skills.

Certifications

- Required: Current ITIL Foundation certification.
- Preferred: Cisco Certified Network Associate (CCNA), CompTIA Network+, or another relevant systems, networking, infrastructure, or IT operations certification.

Security Clearance

- Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel:

- On-site in N. Chicago, IL, five days per week (no telework).
- Supports a 24/7/365 outage-response capability; availability outside normal business hours may be required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@cwsc.com.

## About Computer World Services

## Company Overview
- **One-liner**: Computer World Services Corp. (CWS) is a privately held IT services provider that delivers enterprise-wide solutions, digital transformation, and cybersecurity support to U.S. Defense and Civilian federal agencies.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: Washington, D.C., USA (also has offices in Fairview Heights, IL; Falls Church, VA; St. Louis, MO; and Scott AFB, IL)
- **Founded**: 1990
- **Founders**: Frank Hameed (President and CEO)

## Core Business
- Primary industry/industries: Information Technology (IT) services, federal government contracting, cybersecurity, digital transformation.
- Target customers: U.S. federal government (Defense and Civilian agencies) – strictly B2G (Business-to-Government).
- Mission or purpose statement: Not explicitly stated, but the company emphasizes delivering “quality, value, and technological innovation” with a commitment to integrity and excellence in service delivery.

## Products & Services
- **Enterprise IT Solutions**: Full lifecycle IT support including network operations, systems administration, help desk, and infrastructure management.
- **Cybersecurity Services**: Cybersecurity operations, CSSP (Cybersecurity Service Provider) engineering and team leadership, threat monitoring, and compliance.
- **Digital Transformation & Process Optimization**: Modernization of legacy systems, cloud migration, and business process re-engineering for federal clients.
- **DevSecOps**: Integration of security into development and operations pipelines, including software development and application/web support.

All offerings are delivered as services (IT services, managed services, consulting) rather than SaaS or hardware products.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Total employees: ~400 (as of latest data). Revenue not publicly available.
- **Notable Investors/Partners**: No external investors listed; the company was founded organically by Frank Hameed. Key partners are federal agencies (DoD, civilian departments).
- **Growth Signals**: Talent footprint has expanded across 19 states and 140 cities. The company supports 100% remote and hybrid work models. Consistently high ratings in federal programs.

## Competitive Advantages
- **30+ Years of Federal Experience**: Deep understanding of government contracting, compliance, and security requirements.
- **Proven Track Record**: Recognized for consistent performance and high ratings in federal programs (e.g., past performance ratings).
- **Flexible Workforce**: Ability to deploy talent across CONUS and OCONUS, with a mix of on-site, hybrid, and remote roles.
- **Employee-Focused Benefits**: Competitive benefits package (see below) and a culture that supports work-life balance.

## Strategic Focus
- **Current Priorities**: Continue serving Defense and Civilian federal customers by expanding IT, cybersecurity, and digital transformation capabilities. Leverage a remote/hybrid talent model to attract skilled professionals nationwide.
- **Direction for Growth**: Likely organic growth through contract wins and recompete wins; no indication of M&A or external funding.

## Why Work Here
- **Culture Highlights**: Collaborative, mission-driven environment supporting national security and federal operations. Emphasis on integrity and excellence.
- **Remote/Hybrid/Office Policy**: Hybrid workspace – employees engage in a combination of remote and on-site work. Many roles are fully remote; on-site positions exist at government facilities (e.g., Scott AFB, IL; Washington, D.C.).
- **Notable Perks & Benefits** (from [cwsc.com/employee-benefits](https://cwsc.com/employee-benefits/)):
  - Medical, dental, and vision plans (United Healthcare)
  - 15 days PTO accrued from day one + 11 company holidays
  - Tuition reimbursement up to $5,000 per year
  - 401(k) with 4% company match (Safe Harbor, 100% vested immediately)
  - Short & long-term disability (100% employer-paid)
  - Company-paid basic life and AD&D insurance
  - Flexible spending accounts (FSA) and Health Savings Accounts (HSA)
  - Commuter benefits (pre-tax transit and parking)
  - Employee Assistance Program
  - Generous parental leave (from Built In)
- **Engineering Culture**: Focus on cybersecurity, network operations, DevSecOps, and systems engineering. Use of AI in hiring process (applicants are informed). Strong support for professional development via tuition reimbursement.

## Sources
1. [cwsc.com – Home](https://cwsc.com/)
2. [cwsc.com – Careers](https://cwsc.com/careers/)
3. [cwsc.com – Employee Benefits](https://cwsc.com/employee-benefits/)
4. [jobs.lever.co/cwsc – Current Openings](https://jobs.lever.co/cwsc)
5. [builtin.com – Computer World Services Corp. Profile](https://builtin.com/company/computer-world-services-corp)

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