EOC Incident Manager / Watch Officer

Blue Rose Consulting Group 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