SITEC - Incident Manager

Job Locations US-CA-Coronado
Requisition ID
2023-136806
Position Category
Other / Technical
Clearance
Top Secret/SCI
Sector
Defense Mission & Health Solutions

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:

Coronado, CA

Camp HM Smith, Hawaii

Ft. Liberty, North Carolina

Homestead, Florida

Hurlburt Field, Florida

MacDill AFB, Florida

 

* Positions are contingent on contract award *

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

 

 

#SITEC2023

Qualifications

Required qualifications:

  • BS 8-10, MS 6-8, PhD 3-5.  Significant relevant experience will be considered in lieu of formal education.
  • ITIL Foundations certification
  • At least two years of experience in IT Operations support.\ Four years of hands-on experience in support of two or more of the following technical areas: Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA) (e.g., Oracle, Microsoft SQL Server), application software support, network and application monitoring.\Ability to follow procedures under stressful conditions.
  • Written and Oral Communications Skills.

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.

EEO

An Equal Opportunity Employer including Disability/Veteran.

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