EOC Incident Management - Watch Officer

asmexternalcareersite; Ashburn (VA); On-site; USD 100,000 - 150,000; Full time

Job summary

ASM Research seeks an Incident Manager to oversee 24x7x365 operations, coordinating cross-environment incident response in production, development and test environments. The role emphasizes restoring service quickly and establishing bridge calls with stakeholders.

Evenings and weekend shifts may be required. Candidates should demonstrate strong fault monitoring experience, ITIL familiarity, and clear communication with technical and senior leadership to drive rapid resolution and continuous

Qualifications

• 3+ years of experience with fault and performance monitoring and reporting tools (IBM Netcool Omnibus, AppDynamics, HP Operations Manager).
• 3 years of experience with incident management tools (BMC Remedy).
• 3 years engineering experience in a large-scale MoM monitoring environment.
• 3 years exposure to ITIL and service management concepts (incident, problem, change, RCA).
• 2+ years of proven troubleshooting in distributed applications.

Responsibilities

• Monitor and support Incident management across production, development, and test environments.
• Coordinate and escalate incidents, restore service quickly, and drive incidents to completion.
• Define and document metrics to measure incident management performance (MTTR, MTBF).
• Create and maintain SOPs, user guides, and knowledge base; conduct quarterly reviews.

Skills

Incident management

Verbal communication

Written communication

Problem solving

US Citizenship

Education

Bachelor of Science (BS)

Tools

IBM Netcool Omnibus

AppDynamics

HP Operations Manager

BMC Remedy

Job description

ROLE DESCRIPTION:

The Incident Manager will have experience managing incidents in a Network Operations Center or equivalent 24x7x365 operations center supporting the resolution of Major Incidents for an enterprise or Government agency. This position supports evenings and weekend as needed. Key duties include:

1. 1) Performs all functional duties independently.
2. 2) Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
3. 3) Monitor and support Incident management in production, development, and test environments in all data centers used by the client.
4. 4) Provide a central point for coordination of incidents that arise in all environments. Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion.
5. 5) Coordinate, escalation, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community.
6. 6) Define and document metrics to judge efficiency and effectiveness of Incident Management Process. Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents
7. 7) Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents.
8. 8) Populate Knowledge Management Database with known troubleshooting procedures. Develop “lessons learned” on all escalated incidents.
9. 9) Escalate incidents in accordance with established escalation procedures.
10. 10) Report on previous business day’s Enterprise Operations Center call volume and SLAs to be incorporated into the CIO Morning Meeting report slides. Content may change as the Government reporting requirements change over time. Due daily by 7:30am.
11. 11) Report monthly on outstanding tickets dependent on third party action. Report to include ticket, item awaiting action, third party, duration and if known estimated resolution time.
12. 12) Proactively identifies opportunities for process and/or documentation improvement.
13. 13) Supports the development of monthly Enterprise Operations Center reporting for SLAs and KPIs.

MINIMUM REQUIREMENTS:

• 3+ years of experience and a B.S. degree. Bachelor of Science (BS) can be substituted with an additional 4 years of related experience.
• 3 years of strong experience with Fault and Performance monitoring and reporting tools such as: IBM Netcool Omnibus, AppDynamics, HP Operations Manager
• 3 years of experience with working with incident management tools such as BMC Remedy
• 3 years engineering experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment
• 3 years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA)
• 2+ years of proven demonstrated troubleshooting skills; highly skilled in the implementation, integration, testing and support of distributed applications
• Excellent verbal and written communication skills: experience working with technical and functional resources; experience presenting information to client / senior leadership
• Excellent problem solving skills: proven ability to resolve issues and explain complex problems
• US Citizenship

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.