Blue Rose is seeking a NOC (Network Operations Center) Incident Manager to support our work with a federal client in Ashburn, VA. This is an 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 Powered by JazzHR