Incident Support Manager

Peraton•Ashburn, VA

4d•Onsite

About The Position

Peraton is seeking an experienced Incident Support Manager to lead incident management for the Network Operations Center (NOC) supporting the Department of Homeland Security’s Customs and Border Protection program. This role is responsible for ensuring the timely restoration of services, coordinating cross-functional teams, and maintaining adherence to established incident management processes. The ideal candidate will bring strong leadership, technical expertise, and experience supporting mission-critical environments, preferably within a government setting. Location: This position is on-site and you must have the ability to work in Ashburn, VA, Springfield, VA or Orlando, FL. 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.

Requirements

Bachelor’s degree and 12 years of experience or a Master's degree and 10 years of experience or a High School Diploma/equivalent and 16 years of experience.
Must be a U.S. Citizen with the ability to obtain/mantain a DHS CBP Public Trust.
Experience in IT operations, incident management, or network operations environments
Must have an ITIL certification or possess one of the following: CCNP, CCDP, or CCIE.
Experience as a subject matter expert in routing and switching, firewalls, and load balancing
Proven experience managing incidents in a 24x7 operations or Network Operations Center environment
Strong understanding of incident management processes and best practices
Excellent communication and coordination skills across technical and non-technical teams

Nice To Haves

DHS CBP clearance
Experience supporting federal government customers, preferably within DHS or CBP environments
Experience working in large-scale, mission-critical infrastructure environments
Familiarity with IT service management tools and monitoring platforms
Experience driving process improvements within IT operations

Responsibilities

Incident Coordination Lead and manage incident response activities across operational teams
Coordinate resolution efforts between Tier 1, Tier 2, and engineering teams
Major Incident Management Serve as the primary contractor point of contact for major incidents
Communicate directly with the Government Incident Manager and stakeholders
Incident Process Ownership Ensure adherence to established incident management processes, including identification, escalation, resolution, and closure
Maintain accountability for proper incident handling and lifecycle management
Incident Escalation Act as the first point of escalation for operational incidents
Ensure timely escalation and engagement of appropriate technical resources
Incident Reporting and Documentation Ensure all incidents are properly documented and tracked
Maintain accurate and up-to-date incident records and status updates
Operational Coordination Coordinate response activities across multiple teams and stakeholders
Facilitate communication to ensure alignment and rapid issue resolution
Process Improvement Identify gaps in incident response processes and recommend improvements
Support continuous improvement initiatives to enhance operational efficiency
Accountability Maintain responsibility for the timely restoration of services during incidents
Ensure service levels and operational objectives are consistently met