SITEC - Incident Manager - Fort Liberty, NC

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 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 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

Location:

Fort Liberty, NC 

Required Quals

• A DoD security clearance at the TS/SCI level is required.
• Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA or High School Diploma and 12 years of experience
• DoD IAT Level II certification required

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.