Incident Manager job Springfield Virginia
Incident Manager job Springfield Virginia
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Incident Manager Job

Employer Name: SpiderID: 8783047
Location: Springfield, Virginia Date Posted: 7/3/2019
Wage: Negotiable Category: Military
Job Code: Req1392

Job Description:

Incident Manager - Springfield, VA

Job Responsibilities

The candidate will have experience delivering IT programs ensuring the implementation of quality controls, metrics, and measures ensuring timely delivery of contract deliverables.

  • 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.

  • Monitor and support Incident management in production, development, and test environments at all Data Centers used by CBP.

  • 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.

  • Create and provide 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.

  • Develop and maintain the Incident Management process, to include: incident identification, incident logging, incident categorization, incident prioritization, initial diagnosis, incident escalation, investigation and diagnosis, incident resolution and closure.

  • Develop and maintain web-based reporting for incident management as well as all facets related to systems availability.

  • Develop and populate Knowledge Management Database with known troubleshooting procedures. Develop "lessons learned" on all escalated incidents.

  • Escalate incidents in accordance with established CBP/OIT escalation procedures.

  • Leads the effort to identify and respond to potential problems or trends before failure or degradation occurs. Provide information on scenarios for monitoring, automation, and adjusted threshold levels to allow appropriate action to be taken before adverse impact occurs. Develop and/or enhance processes to detect and prevent future incidents and allowing for quicker diagnosis and resolution if further incidents occur.

  • Report on previous business day's EOC call volume and SLAs to be incorporated into the OIT 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.

  • Supports the develop monthly EOC reporting for SLAs and KPIs. Can be delivered as a report or government accepted dashboard.

  • Provides technical guidance for directing and monitoring information systems operations. Designs, builds, and implements network systems.

  • Directs compilation of records and reports concerning operations and maintenance.

  • Manages the Troubleshooting of network performance issues.

  • Monitors and responds to complex technical control facility hardware and software problems. Interfaces with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.

  • Provides input to policy level discussions regarding standards and budget constraints.

  • Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting systems performance.

​Minimum Qualifications

B.S. degree. Bachelor of Science (BS) can be substituted with an additional 4 years of related experience. All of the following:

  • ​3 years of strong experience with the following or similar tools: Fault and Performance monitoring and reporting tools such as IBM Netcool Omnibus / Impact / ITNM, Dynatrace, NetIQ, Splunk, and AppDynamics

  • ​3 years of experience with working with discovery tools such as BMC ADDM, BMC Remedy and the Remedy Gateway, BMC Atrium CMDB.

  • 3 years engineering experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment and the ability to put in place an End to End Proactive Event management solution;

  • 3 years exposure to Service Management/ITIL framework and concepts (Incident, Change, Asset Management);

  • 2+ years of proven demonstrated troubleshooting skills; highly skilled in the implementation, integration, testing and support of distributed applications

Preferred Requirements

  • Experience with the setup, management, and optimization of servers, applications and/or databases

  • Successful system administration and maintenance in a large enterprise environment;

  • Previous system administration or design experience with Microsoft SQL, ORACLE or DB2 is a plus;

  • Experience working with VMware and an understanding of other virtualization technologies;

  • Specific, non-trivial, experience with Ansible



Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: ASM Research Company Type:
Company: ASM Research

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