Remote Incident Response Manager

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We’re also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! Join our team as a Incident Response Manager! We’re seeking a proactive problem-solver with a client-focused attitude who thrives on tackling technical challenges.

As a Incident Response Manager, you will provide excellence in high-touch technical management for incident response projects. This includes frequent technical and non-technical written, verbal and video call (Zoom / Teams) updates with all stakeholders on a project, both within FusionTek and externally. Throughout the day you’ll be translating technology to clients who aren’t always technical, so communication skills are paramount in this role. A broad technical foundation is also required, as you will make decisions on the client’s recovery strategy and will serve as escalation point and subject matter expert to less-experienced FusionTek engineers and the client.

A primary requirement for this position is that you will be available to work Friday to Monday, from 9:00 AM to 7:30 PM ET, including a half-hour lunch break. Covering typical business hours on both Saturday and Sunday is critical, as you will be the only incident response point of contact on weekends.

If you're excited about the chance to excel in incident response remediation and prefer to have most weekdays off while working remotely from anywhere in the U.S., this could be the ideal job for you!

Here’s what you’ll be doing:

• You’ll primarily be focused on technical management of incident response recovery efforts from start to finish. This can include initial project mobilization, assignment and management of technical workstreams, and frequent client and vendor communication. There are daily (sometimes more frequent) update calls and associated reporting.
• Incident response projects can often begin over a weekend or outside of traditional business hours, and weekends are crucial recovery opportunities to lessen the impact the client feels as their businesses are often completely down.
• You’ll work through our ticketing system to document, track, and escalate project tasks and tickets, and you’ll also work in our documentation platform to keep everything up to date along the way.
• You'll serve as escalation point on technical questions from other engineers and the client.
• You’ll be working with a team of intelligent people to deliver world class service to our clients, both remotely and onsite.

• Previous experience leading a technical team
• Knowledge of Office 365 / Azure cloud services
• Knowledge of Active Directory
• Knowledge of complex networking troubleshooting (VLANs/routing/subnetting/packet captures)
• Broad understanding of how operating systems work
• Knowledge of advanced OS troubleshooting (boot issues/corruption of profiles/OS files)
• Comfortable working in different OSs, both in CLI and GUI
• SQL DB knowledge is a plus
• Knowledge of advanced firewall configuration skills (creating and troubleshooting complex firewall policies/routes)
• Experience troubleshooting ingress/egress issues
• Comfortable working in diverse firewall UIs (SonicWall, Meraki, FortiGate, Cisco, WatchGuard, etc.)
• Strong comprehension of system architecture (i.e. - how servers function, what their roles are, etc.)
• Understanding of the elements of network and system performance
• Time management skills are crucial to your success in this role
• Superb verbal and written communications skills are a must
• Demonstrated skillset through industry certifications or an agreed upon plan to obtain them
• Previous recovery / remediation experience a plus
• Experience working in a ticketing system is preferred, with Autotask experience a plus

At FusionTek, we truly believe that our people are our most valuable asset, which is why we’re excited to provide:

• 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