Hiring: EOC Incident Manager - Watch Officer Company: Dunhill Professional Search & Government Solutions Location: Ashburn, VA Job Posted Time: 2026-09-15 13:32:38 Target Skills & Keywords : AppDynamics, Change Management About the job Experience: •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 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 Required Skills: •Performs all functional duties independently. •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. Develop “lessons learned” on all escalated incidents. •Escalate incidents in accordance with established escalation procedures. Qualifications: •3+ years of experience and a B.S. degree.  Bachelor of Science (BS) can be substituted with an additional 4 years of related experience. •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 •US Citizenship, no dual citizens •Candidates must be US citizens and will be required to undergo a background investigation in order to be granted access to sensitive information. •Salary range is 101k - 154k Compensation: •$101,000 - $154,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!