24/7 Incident Commander & Watch Officer

Dunhill Professional Search & Government Solutions; Ashburn (VA); On-site; USD 110,000 - 150,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking an Incident Manager to oversee incident resolution across production, development, and test environments within a government-focused enterprise. You will orchestrate bridge calls, coordinate incident response, and drive restoration of services with a customer-centric mindset.

Ideal candidates bring 3+ years in incident management and fault monitoring tools, ITIL familiarity, and strong communication skills.

Qualifications

• 3+ years of experience and a BS degree; BS can be substituted with 4 additional years of related experience.
• 3 years of strong experience with fault and performance monitoring tools such as IBM Netcool Omnibus, AppDynamics, HP Operations Manager.
• 3 years of experience with incident management tools such as BMC Remedy.
• 3 years engineering experience in large-scale MoM monitoring environments.
• 3 years exposure to ITIL framework and concepts (incident, problem, change, RCA).
• 2+ years proven troubleshooting skills with distributed applications.
• Excellent verbal and written communication with technical and senior leadership.
• US Citizenship; no dual citizens.

Responsibilities

• Performs all functional duties independently.
• Manages incidents in production, development, and test environments across data centers.
• Provides central coordination for incidents and restores service quickly.
• Coordinates events with emphasis on availability and resolution.
• Defines metrics to judge incident management efficiency (MTTR, MTBF).
• Creates and maintains SOPs, guides, and customer contact database; quarterly reviews.
• Populates knowledge base; documents lessons learned from escalations.
• Escalates incidents per established procedures.
• Reports daily on call volume and SLAs for CIO Morning Meeting.
• Reports monthly on outstanding tickets requiring third-party action.
• Identifies opportunities for process and documentation improvements.
• Supports monthly Enterprise Operations Center reporting for SLAs and KPIs.

Skills

Incident management

Communication

Problem solving

US Citizenship

Education

Bachelor of Science

Tools

IBM Netcool Omnibus

AppDynamics

HP Operations Manager

BMC Remedy

Job description

Dunhill Professional Search & Government Solutions is seeking an Incident Manager to oversee incident resolution across production, development, and test environments within a government-focused enterprise. You will orchestrate bridge calls, coordinate incident response, and drive restoration of services with a customer-centric mindset.

Ideal candidates bring 3+ years in incident management and fault monitoring tools, ITIL familiarity, and strong communication skills.