Major Incident Manager

Peraton is seeking a Major Incident Manager.  The Major Incident Manager plays a central role in maintaining the stability and reliability of enterprise technology services. This position is responsible for coordinating the response to critical incidents, ensuring timely restoration of services, and contributing to the continuous improvement of incident management processes. The ideal candidate brings strong communication skills, organizational excellence, and hands-on experience in service desk operations and management. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations may be 24/7.

Responsibilities:

• Execute the Major Incident Management Process in alignment with key service partners.
• Contribute to the Continuous Service Improvement Plan for the Major Incident Management Process.
• Act as the assigned Major Incident Coordinator for incidents, taking end-to-end (detection to resolution) ownership and accountability.
• Manage the communications process for assigned major incidents, ensuring proactive and comprehensive updates are delivered.
• Organize and lead conference calls as appropriate for major incidents.
• Maintain a clearly defined timeline of actions and events throughout each major incident.
• Maintain close links with the Problem Management team, ensuring that problem tickets are raised for underlying issues following major incidents.
• Use and reference the impact statements for critical business systems during an incident.
• Educate IT resolution teams on the Major Incident Management Process and related tools.
• Conduct post-incident reviews for significant incidents.

• Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD
• Ability to Obtain a Public trust clearance
• Must be a US Citizen.
• Familiar with Service Desk or IT support methodology.
• Must be able to work in a fast pace & stressful environment, various hours and on-call as required to support 24 x 7 operation.
• Have or able to obtain a successful ADP II Public Trust Investigation adjudication
• ITIL4 Foundations Certification or the ability to obtain
• Experience developing various reports.
• Experience creating and delivering executive summaries.
• 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 ITIL processes and experience with incident tracking software.
• Proven problem coordination and root cause determination skills