SITEC - Incident Manager - Hurlburt Field, FL

Peraton requires an Incident Manager to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 EOM.  This position is located at Hurlburt Field in Florida. 

 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 pivotal role within our IT infrastructure team, providing incident management support in line with the SIE OPORD.

Roles and Responsibilities:

• Manages the rapid progression of incidents from creation to completion.
• Performs trend analysis on incidents and publishes reports as directed.
• Formats and disseminates reports to peers and subordinate NetOps centers.
• Participates in meetings and conferences as directed.
• Provides technical analyses of incidents to peers and subordinate NetOps centers.
• Documents the relationship of incidents to configuration items.
• Documents and tracks plans to resolve, prevent, and mitigate future incidents of the same nature.
• Sets up IT support systems so end users can utilize systems with minimal issues.
• Monitors the effectiveness of the incident management process and makes recommendations for improvement.
• Develops and implements the incident management process.
• Analyzes incident trends and recommends corrective actions, as necessary.
• Engages and coordinates technical resources across IT support teams.
• Ensures that the incident management process is followed.
• Performs notifications and escalations within prescribed Performance Requirement Summary (PRS) requirements.
• Ensures incident reports include adequate notes for later review and analysis.
• Ensures follow-up change tickets are submitted and scheduled as appropriate.
• Ensures that incident tickets have the most current information and or corrective action(s).
• Provides input to problem management teams during root cause investigations.

Required Qualifications:

• Min 6 years with HS Diploma, 4 years with AS/AA degree, 2 years with BS/BA degree
• Active DoD TS/SCI clearance 
• At least two years of experience in IT Operations support.
• Written and Oral Communications Skills.

Desired Qualifications:

• ITIL 4 Foundations certification
• Working knowledge of Remedy ticket management software