EOC Incident Manager / Watch Officer Make an Impact Where It Matters Most Blue Rose Consulting Group, Inc. (Blue Rose) is seeking an EOC (Enterprise Operations Center) Incident Manager / Watch Officer to lead and manage resolution of Major Incidents in a 24x7x365 federal operations environment. This position requires strong coordination skills, technical judgment, and the ability to manage incidents across multiple teams and systems. This is an on-site role and is open to U.S. Citizens ONLY. Full CBP BI required prior to onboarding. Work Schedule: * Initial training (2-4 weeks): 1st shift (Mon-Fri, 0630-1500) at Ashburn, Springfield, and remote * Post-training: 3rd shift (Tues-Sat, 2200-0630) onsite in Ashburn * Candidates must be willing to support 2nd (1500-2330) or 3rd (2200-0630) shift In this role, you will: * Lead resolution of Major Incidents, coordinating across enterprise systems and teams. * Facilitate bridge calls and troubleshoot to restore services quickly. * Monitor and support Incident Management across environments. * Develop and maintain SOPs, troubleshooting guides, and contact databases. * Define and track performance metrics (MTTR, MTBF, repeat incidents). * Provide daily SLA reporting and support CIO-level briefings. * Maintain and update the knowledge base with incident and resolution data. * Identify areas for documentation and process improvement. * Manage ticket queues and escalations related to third-party dependencies. * Operate independently in high-pressure scenarios to ensure service continuity. Requirements: * 3+ years in fault and performance monitoring (e.g., Netcool, AppDynamics, HP Ops Manager) * 3+ years in incident management tools (e.g., ServiceNow, BMC Remedy) * 3+ years in MoM (Manager of Manager) monitoring environments * 3+ years of experience with ITIL frameworks (incident, change, problem, RCA) * 2+ years of hands-on troubleshooting distributed systems * Strong written and verbal communication; able to brief leadership and document outcomes * Bachelor's degree or 7+ years of relevant experience About Blue Rose Consulting Group, Inc. Blue Rose Consulting Group, Inc. is a veteran-owned small business dedicated to delivering professional, mission-driven solutions across government and commercial sectors. We combine big-firm expertise with small-business agility, providing exceptional service, innovation, and results. Our team values integrity, collaboration, and excellence in every engagement. Join us and make an impact that matters. Apply Today Email: Website: LinkedIn: Blue Rose Consulting Group, Inc.
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