SITEC - Incident Manager - Stuttgart, Germany

Peraton requires Incident Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3.  This position is located at Stuttgart, Germany (SOCAF) and requires TESA approval. 

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.

Incident Managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption to address and solve service failures as quickly and effectively as possible. Incident Managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents.

Duties include but are not limited to:

• Managing the rapid progression of incidents from creation to completion
• Performing trend analysis on incidents, developing and publishing reports as directed
• Providing interpreted, concise, insight driven reporting, identifying operationally significant indicators tailored to senior leadership at the O-6 level
• Formatting and disseminating reports to higher, peer, and subordinate Workcenters
• Participating in meetings and conferences as directed
• Developing and maintaining collaborative relationships with local Workcenter managers and Enterprise Incident Management teams
• Providing technical analyses of incidents to higher, peer, and subordinate Workcenters
• Documenting the relationship of incidents to configuration items
• Documenting and tracking plans to resolve, prevent, and mitigate future incidents of the same nature
• Developing and implementing the incident management process
• Monitoring the effectiveness of the incident management process and making recommendations for improvement
• 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 by designing and implementing an effective training strategy supporting ITSRM policies, principles, and best practices
• Providing quality assurance through systematic reviews, analysis, and targeted training
• Independently lead Incident management process improvements, including identifying and proposing opportunities, documenting expectations, executing, and measuring outcomes
• 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:

• Minimum of 10 years with AS/AA; 8 years with BS/BA; 6 years with MS/MA; 3 years with PhD
• 12 years of relevant experience will be considered in lieu of formal education
• DoD TS/SCI clearance is required for this role

Desired Qualifications:

• DoD 8570.01-M IAT II certification
• ITILv3 or ITILv4 certification

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