Enterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC)

Peraton is seeking an Enterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC) to join our team of qualified and diverse individuals. The CILC will be part of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The CILC will manage critical incidents, troubleshoot bridges, monitor, and work with a complex, 24x7x365 enterprise operations center including coordinating with other operations teams responsible for tracking and resolving CA/CST’s most critical incidents. The CILC will also be responsible for working closely with CAEIO contractors, DOS leadership, and business stakeholders to collaborate on critical incident lifecycle processes and standard operating procedure, monitor performance and provide solutions to related business processes.

Responsibilities

• Coordinate operational activities with the on-duty EOC staff to initiate critical incident management processes found through enterprise monitoring alerts and track maintenance activities.
• Stand up critical incident bridges when needed, make sure required technical resources respond to incidents and attend the critical incident calls, and communicate incident status to stakeholders.
• Ensure the EOC meets critical incident Service Level Agreements (SLA) with respect to escalation and resolution.
• Identify areas to streamline or improve critical incident handling with respect to escalation and communication.
• Communicate the operational state of the enterprise systems to teams within CAEIO and external stakeholders, including the customer.
• Hand off operational status between shifts to incoming leads to include critical incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems.
• Monitor multiple systems and applications using monitoring tools to ensure the availability of systems and applications in the Consular Affairs Consular Systems Technology (CA\CST) environment.
• Provide a summary of troubleshooting that occurs during a critical event to stakeholders which include federal management.
• Leverage strong written and verbal communication skills to prepare and present technical documentation to audiences with different levels of technical knowledge.

Location: This position is hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.

Core Work Schedule: Wednesday - Sunday, 2:30PM - 11:00PM as well as occasional On-Call.

Required Qualifications

• U.S. citizenship required and an active SECRET Government Security Clearance.
• Minimum five years of experience in an enterprise operations center and two years managing/ leading enterprise operations center staff, or in a coordination role with the skills applicable to a complex, worldwide network.
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in mission-critical situations.
• Minimum of five years of demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives.

Desired Qualifications

• ITIL certification.
• ServiceNow expertise.

Education and Experience: BS degree and 5 years’ experience or MS degree and 3 years’ experience or high school diploma/equivalent and 9 years’ experience.

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 world’s 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 can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.