NOC Incident Manager

Job Description

Blue Rose is seeking a NOC (Network Operations Center) Incident Manager to support our work with a federal client in Ashburn, VA. This is On-Site role and is open to U.S. Citizens ONLY.

Successful candidates will be required to complete a full background investigation.

In this role you will:

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:

Candidates must have:

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.

Salary: $91,000 – $101,000

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