NOC Incident Manager

N

U.S. Citizens ONLY.

• Manage incidents in a Network Operations Center or equivalent 24x7x365 operations center supporting the resolution of Major Incidents for an enterprise or Government agency
• Show the ability to apply 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

• Monitor and support Incident management in production, development, and test environments in all data centers used by the client
• 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
• Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community
• Define and document metrics to judge efficiency and effectiveness of Incident Management Process
• Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents
• Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents
• Populate Knowledge Management Database with known troubleshooting procedures
• Escalate incidents in accordance with established escalation procedures
• 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.
• 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
• Proactively identify opportunities for process and/or documentation improvement
• Supports the development of monthly Enterprise Operations Center reporting for SLAs and KPIs

REQUIREMENTS:

• 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:
•  ServiceNow, 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
• Ability to performs all functional duties independently
• Ability to work nights and weekends as requested

Work Schedule:

• Initial training: ~2-4 weeks will be 1st shift Mon-Fri (0630 – 1500); locations split between Ashburn, Springfield, and remote
• Likely work schedule post training: 3rd shift Tues – Sat (2200 – 0630); Ashburn client site
• Shift and days will be confirmed prior to onboarding, but candidates must be willing to support 2nd (1500 – 2330) or 3rd (2200 – 0630) shift

Education:

• 3+ years of experience and a B.S. degree.  Bachelor of Science (BS) can be substituted with an additional 4 years of related experience.