Major Incident Management Advanced SME

Peraton is seeking a Major Incident Management Advanced SME. This position is responsible for the management and control of major incident process components to include the core outage reporting process, documentation, training, investigation, and quality control.  Working at part of the DHA Global Network Operations Center (GNOC) this individual will work with a broader team of Major Incident Management professionals to provide rapid support and facilitation of troubleshooting efforts for outages affecting any Military Treatment Facilities (MTFs) supported by the Defense Health Agency (DHA).   In this role the Major Incident Management Advanced SME will collaborate with Event Management, Problem Management, Incident Management, Service Reporting, DHA Infrastructure and Operations support teams, DISA, DMDC, NIWC, Coast Guard, VA, PMO application owners, and vendor support teams to facilitate a rapid return to service for any IT services impacting the delivery of healthcare to the MTFs.   Using Government provided ITSM support tools, knowledge bases, and ITIL based processes, the MIM ASME leverages various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare.  The MIM ASME will expertly guide this diverse group of service owners to help facilitate service restoration, contacting service owners, documenting troubleshooting steps and root causes as identified, creating downtime notifications, and interfacing with the GNOC Government Watch Officers.

Responsibilities:

• Accountable for the Major Incident Management Process and aligning this process to support our key service partners.
• Responsible for creating and managing delivery against a Continual Service Improvement Plan for the Major Incident Management process.
• Responsible for each major incident identified to ensure end to end ownership and accountability throughout.
• Oversee the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, reviewed throughout and delivered against accountable for ensuring that conference calls are held where appropriate for major incidents.
• Responsible for ensuring a clearly defined time line is maintained throughout major incidents
• Ensure close links are maintained with Problem Management ensuring problems are raised as appropriate following major incidents.
• Ensure that and impact statement exists for each critical business system along with a current list of key contacts for the service and solution owners.
• Promote and educate DHA IT resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting, AOT’s etc.
• Responsible for ensuring post incident reviews are conducted for significant incidents as it pertains to outage reporting.

Skills:

• Experience developing various data analytics and operational performance reports.
• Experience creating and delivering executive summary and after action reports.
• Experience training various groups at various levels of the organization.
• Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
• Excellent verbal and written skills
• Knowledge of ITILv3/v4 processes and experience with the ITSM solution
• Proven problem coordination and root cause determination skills
• Proven specialization in one or more of the following areas   --  Local MTF Networks, Cyber Security Tools, Network Circuits, VPNs, Active Directory, D2D Services, End User Services, CommVault, SCCM, Tanium, Architectures and Support of MHS Medical Applications

Required Qualifications

• Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD
• Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
• Have or able to obtain requisite DoD 8570 certifications
• Familiar with Service Desk support methodology.
• Must be able to work in a fast pace & stressful environment.
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission

Desired Qualifications:

• ITILv4 Foundations Certification (Preferred)

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.