EOC Incident Response Lead

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

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