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EOC Incident Manager

Springfield, VA 22150
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Responsibilities

Perspecta is providing engineering, management, and operational support services to the U.S. Customs and Border Protection on a Data Center Support Services (DCSS) contract supporting the (CBP) Enterprise Data Management & Engineering (EDME) Division. EDME provides innovative Information Technology (IT) services and solutions.

We are seeking anEnterprise Operations Center (EOC) Incident Manager to support this program.

The candidate should have 3+ years experience managing incidents in a Network Operations Center or equivalent 24x7x365 operations center, supporting the resolution of Major Incidents. This position supports evenings and weekends as needed.

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
  • Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents.
  • Report on previous business days Enterprise Operations Center call volume and SLAs
  • Populate Knowledge Management Database with known troubleshooting procedures. Develop lessons learned on all escalated incidents.

Qualifications

Requirements:

  • 3+ years of experience and a BS degree, degree can be substituted with an additional 4 years of related experience
  • 3 years of experience using Fault and Performance monitoring and reporting tools such as IBM Netcool/Omnibus, AppDynamics, HP Operations Manager
  • Experience using incident management tools such as BMC Remedy
  • Requires experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment
  • Previous experience with Service Management/ITIL framework and concepts (incident, problem, change management, RCA)
  • Requires excellent troubleshooting skills, highly skilled in the implementation, integration, testing and support of distributed application
  • Experience supporting Federal Government programs
  • Must possess excellent verbal communication skills
  • Requires US Citizenship and eligibility for DHS Public Trust Security Clearance

Desired:

  • Experience supporting Customs and Border Protection (CBP)
  • Current CBP-issued BI Clearance
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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-05-23 Expires: 2020-06-22

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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EOC Incident Manager

Perspecta
Springfield, VA 22150

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