Peraton is seeking a Cyber IT Specialist - 3rd Shift Lead to become part of Peratons’ Department of State (DoS) Diplomatic Security Cyber Mission (DSCM) program providing leading cyber and technology security experience to enable innovative, effective, and secure business processes.
Location: Beltsville, MD. On-Site role.
This is for the third shift: 10:00 PM - 06:00 AM, EDT.
In this role, you will:
- Oversee a team of Cyber IT Specialists in daily proactive monitoring and troubleshooting, ensuring optimal performance and swift resolution of issues to maintain cybersecurity integrity.
- Facilitate effective communication with management to provide timely updates on team activities and operational status, ensuring leadership is informed of ongoing developments and potential issues.
- Ensure that reports delivered to clients are both accurate and clearly articulated, presenting information in a concise manner that facilitates understanding and decision-making.
- Develop and maintain comprehensive shift schedules that accurately reflect team members' availability, facilitating efficient workflow and resource allocation.
- Monitor email communications for service requests, ensuring timely responses within 30 minutes of receipt to maintain high levels of customer satisfaction and operational efficiency.
- Thoroughly document, monitor, and track all work through events logged and resolved in the government-provided ITSM tool (ticketing system), ensuring clear and accurate records of all activities.
- Diagnose and resolve customer-reported system incidents, problems, and events, keeping users informed of incident and resolution status to enhance user experience and satisfaction.
- Implement industry-standard ITSM processes to support the organization’s goal of delivering high-reliability IT services, ensuring alignment with best practices.
- Provide timely status updates and outage communications via phone, email, and relevant websites within 15 minutes of incident identification to ensure stakeholders are well-informed.
- Coordinate and maintain call-back lists, escalation lists, and special event documentation in collaboration with the appropriate customer representatives and Contracting Officer Representative (COR).
- Develop, maintain, and implement a Major Incident Response (MIR) plan to facilitate priority service restoration, enhance stakeholder and government awareness, and establish an escalation path for significant service degradations as specified by the government.
- Provide comprehensive service restoration support, including implementing corrective actions on documented/known issues, escalating unresolved issues for further assistance, and serving as the incident coordinator by maintaining incident journals, organizing conference calls, and coordinating support with Security Tools Subject Matter Experts (SMEs), while managing service degradation notifications.
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