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
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