24x7 EOC Data Center Incident Specialist

asmexternalcareersite; Ashburn (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

ASM Research seeks an Enterprise Operations Center (EOC) technician to support a large, high-visibility IT program. You will use enterprise monitoring tools to identify and escalate data center incidents, providing 24x7x365 coverage as needed.

Responsibilities include incident timelines, SOPs, knowledge base updates, and supporting incident bridge calls to restore service quickly. The role may supervise others and requires strong communication and US citizenship.

Qualifications

• 3-10 years of experience and a BS degree; BS can be substituted with 4 additional years of related experience
• 3 years of experience supporting incident, problem, and change management activities for a large government agency
• 2 years of experience working on high-visibility or mission-critical aspects and performing all duties independently
• 3 years of experience with monitoring/incident tools and data center technologies

Responsibilities

• Provides 24x7x365 support and acts as central point for incident identification, troubleshooting, escalation, and restoration.
• Creates incident timelines and records incidents in the ITSM platform (BMC Remedy).
• Develops and maintains SOPs, technical guides, and the customer contact database; conducts quarterly reviews.
• Populates knowledge management database and documents lessons learned from escalated incidents.
• Monitors applications and systems across data centers and coordinates escalation per procedures.
• Escalates incidents and analyzes trends to prevent future outages and improve monitoring.
• May supervise others and communicate with stakeholders to restore service quickly.

Skills

US Citizenship

Incident management experience

Strong verbal communication

Education

BS degree

Tools

IBM Netcool Omnibus

AppDynamics

HP Operations Manager

BMC Remedy

MoM monitoring environment

Job description

ASM Research seeks an Enterprise Operations Center (EOC) technician to support a large, high-visibility IT program. You will use enterprise monitoring tools to identify and escalate data center incidents, providing 24x7x365 coverage as needed.

Responsibilities include incident timelines, SOPs, knowledge base updates, and supporting incident bridge calls to restore service quickly. The role may supervise others and requires strong communication and US citizenship.