Incident Manager - Hurlburt Field, United States - Peraton

Description

Responsibilities:

Peraton requires Incident Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) 3. Positions are located at the SOCOM Headquarters at MacDill, AFB FL, and at the TSOC and Component locations in the United States and abroad.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365. Incident Managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible. Incident Managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents.

Duties include but are not limited to:
Managing the rapid progression of incidents from creation to completion.
Performing trend analysis on incidents, developing and publishing reports as directed.
Formatting and disseminating reports to higher, peer, and subordinate NetOps Centers.
Participating in meetings and conferences as directed.
Providing technical analyses of incidents to higher, peer, and subordinate NetOps Centers.
Documenting the relationship of incidents to configuration items.
Documenting and tracking plans to resolve, prevent, and mitigate future incidents of the same nature.
Setting up IT support systems so end users can utilize systems with minimal issues
Monitoring the effectiveness of the incident management process and making recommendations for improvement
Developing and implementing the incident management process
Analyzing incident trends and recommending corrective actions, as necessary
Engaging and coordinating technical resources across IT support teams
Ensuring that the incident management process is followed
Performing notifications and escalations within prescribed service level agreements (SLAs)
Ensuring incident reports include adequate notes for later review and analysis
Ensuring follow-up change tickets are submitted and scheduled as appropriate
Ensuring that incident tickets have the most current information and or corrective action(s)
Providing input to problem management teams during root cause investigations
Some positions may require shift work and/or an ability to work a non-standard work schedule to support the USSOCOM mission

Locations: Ft. Liberty, North Carolina

* Positions are contingent on contract award *

**Salary range is based on geographical location.**

#SITEC2023

Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD

• Significant relevant experience will be considered in lieu of formal education.
• ITIL Foundations certification preferred
• Active TS clearance or above

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.