EOC Incident Management - Watch Officer

ASM Research•Ashburn, VA

About The Position

The Incident Manager supports major incident resolution for an enterprise or Government agency, drawing on experience in a Network Operations Center or equivalent 24x7x365 operations center. The role monitors and supports incident management across production, development, and test environments in all client data centers. It serves as a central coordination point for incidents, organizing bridge calls and facilitating troubleshooting and resolution with the goal of restoring service to users as quickly as possible. The position coordinates, escalates, and/or resolves operational system, application, and network events that may affect availability. It defines and documents incident-management efficiency and effectiveness metrics; maintains operational procedures, user and troubleshooting guides, and contact information; records known troubleshooting procedures and lessons learned; and prepares daily and monthly operational reports. The role performs complex assignments independently, with latitude to develop methods and solutions, and proactively identifies process and documentation improvements. Evening and weekend support is needed as required.

Requirements

At least 3 years of experience and a Bachelor of Science degree; the degree may be substituted with an additional 4 years of related experience.
At least 3 years of experience with fault and performance monitoring and reporting tools, such as IBM Netcool Omnibus, AppDynamics, or HP Operations Manager.
At least 3 years of experience working with incident-management tools such as BMC Remedy.
At least 3 years of engineering experience in a large-scale, complex Manager of Manager (MoM) monitoring environment.
At least 3 years of exposure to Service Management/ITIL frameworks and concepts, including incident, problem, and change management and root cause analysis.
At least 2 years of demonstrated troubleshooting skills, including implementation, integration, testing, and support of distributed applications.
Excellent verbal and written communication skills, including experience working with technical and functional resources and presenting information to clients or senior leadership.
Excellent problem-solving skills, including the ability to resolve issues and explain complex problems.
U.S. citizenship.

Responsibilities

Perform functional duties independently and apply expertise to complex assignments, developing methods and solutions with appreciable latitude.
Monitor and support incident management in production, development, and test environments across all client data centers.
Serve as a central point for incident coordination; establish and orchestrate bridge calls, facilitate troubleshooting, work toward resolution, and manage incidents to completion.
Coordinate, escalate, and/or resolve operational system, application, and network events that could negatively affect availability.
Define and document metrics to evaluate incident-management efficiency and effectiveness, such as Mean Time to Repair, Mean Time Between Failures, and repeat incidents.
Create, update, and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and the Customer Contact Database; conduct quarterly reviews of all documents.
Populate the Knowledge Management Database with known troubleshooting procedures and develop lessons learned for escalated incidents.
Escalate incidents according to established procedures.
Report the previous business day's Enterprise Operations Center call volume and SLAs for the CIO Morning Meeting report slides, due daily by 7:30 a.m.
Prepare monthly reports on outstanding tickets awaiting third-party action, including ticket details, the pending action, third party, duration, and estimated resolution time when known.
Identify opportunities to improve processes and documentation.
Support development of monthly Enterprise Operations Center SLA and KPI reporting.