Incident Manager

Peraton is looking for an Incident Manager who needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. An Incident Manager will be an effective team player and leader who can work independently when necessary. Paying attention to detail is critical in this role while handling high priority incidents.  

Provide an overview of IT infrastructure (e.g. servers, network), application infrastructure (e.g. SAP), and related services (e.g. Business Continuity) throughout the lifecycle of an incident in accordance with contractually established terms and conditions and established technical standards. Works with the key customers and/or internal businesses/end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager).

Day to Day Work Responsibilities:

• The primary purpose of the Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service
• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are resolved timely
• Work with team members to facilitate the solution of complex problems with information technology software and hardware.
• Handling the incident communications for all high priority incidents. Utilizing escalation tools to facilitate client communications of these incidents.
• Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer.
• Maintaining incident logs and processing incident reports for review with upper management
• Developing/maintaining technical and process documents for the Incident Management Team.
• Ability to handle and perform in stressful situations.
• Collaboration with Service Desk Agents who work closely with the incident management staff.
• Participate in Quarterly Disaster recovery exercises on weekends as the assigned incident manager.
• Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends.
• Seen as a resource to the team in one or more technical or business areas.

 Problem Management:

• Engage with and assist the Problem Management team during Problem Investigations
• Utilize problem management reports to validate if any open problem known errors when handling high priority incidents.
• Proactively and reactively, look for solutions to prevent problems from occurring in team/technology area.

Change Management/Implementation:

• Utilize change management reports during a high priority incident to validate if incident could be caused by change.
• Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
• May participate in a Change Advisory Board.

Required Qualifications:

• Bachelor's degree and five (5)  years experience or Master's degree with three (3) years experience or high school diploma/equivalent and nine (9) years experience. 
• Work as part of a team, which may be virtual, global, and/or multi-functional.
• Lead teams which address operational processes and policies in work area.
• Experience with incident/problem management tool set
• Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 24/7/365 basis
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident Postmortem process
• Apply technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk.
• Ability to become a trusted advisor inside and outside the team/technology area.
• Ability to become a trusted advisor to the customer.
• Establish relationships within the organization being able to fully support any critical incident as required during high-profile events within the organization.
• Must be able to work On Call responsibilities; as needed
• To manage Incidents 24X7 and ensure minimal disruption to the service.
• Flexible work schedule.
• US Citizenship is required.
• Must have the ability to obtain and maintain a Public Trust clearance.