EOC Watch Officer

Job Description

Description

The EOC Incident Manager/Watch Manager will have experience managing incidents in a Network Operations Center or equivalent 24x7x365 operations center supporting the resolution of Major Incidents for an enterprise or government agency.

This position supports evenings and weekend, 2nd and/or 3rd shifts as needed.

Key duties include:

• 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 (i.e. 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. Develop “lessons learned” on all escalated incidents.
• 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).
• Report monthly on outstanding tickets dependent on third party action.
• Proactively identify opportunities for process and/or documentation improvement.
• Support the development of monthly Enterprise Operations Center reporting for SLAs and KPIs.
• Performs all functional duties independently.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• 6+ years of experience and a Bachelor's degree. 4 years of additional experience may be substituted for a Bachelor's degree, 2 years of additional experience may be substituted for a Master's degree.
• US Citizenship and the ability to obtain a DHS Suitability is required. A Full BI will be required prior to starting in the position.
• 3+ years of 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 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 communication skills: experience working with technical and functional resources; experience presenting information to client/senior leadership.

 Must work from client site as per shift schedule (unless client provides waiver for telework)    

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.