SITEC - Incident Manager - Arlington, VA

Peraton requires an Incident Manager to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3. This position is located at SOCOM in the National Capital Region, District of Columbia.   

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. 

The Incident Manager plays a vital role in overseeing and coordinating incident response efforts, identifying emerging issues, directing technical teams and SMEs to resolve service disruptions, and implementing preventative procedures to reduce recurrence.

Duties include but are not limited to:

• Managing a team of approximately eight Systems Administrators, across multiple locations within the National Capital Region, providing guidance, training, and performance evaluations to foster a productive work environment.
• Manages and assigns Incident tickets to ensure issues are handled by the correct teams or individuals for prompt resolution.
• 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.

Required qualifications: 

• Min 10 years of experience 
• At least two years of experience in IT Operations Support. 
• Three 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. 
• DoD TS/SCI clearance is required

Desired qualifications:

• ITIL V4 Foundation (Highly Desired)

#SITEC2025

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.