Incident Manager

ASM Research has been recognized as one of the top places to work for in the Washington,DC metro area!We have an Incident Manager position available! Shift: NightThe Incident 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. 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 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 IncidentsCreate, update, and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents.Minimum Requirements3+ years of experience and a B.S. degree. Bachelor of Science (BS)or relevant 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 - provided by Dice

Created: 2025-09-06