Major Incident Management (MIM) Advanced SME

Peraton•San Antonio, TX

6d•$80,000 - $128,000

About The Position

Peraton is seeking a Major Incident Management (MIM) Advanced SME. The MIM SME plays a central role in maintaining the stability and reliability of enterprise technology services. The MIM Advanced SME provides operational leadership, technical guidance, and process expertise in support of the Defense Health Agency’s (DHA) Global Network Operations Center (GNOC). This role is responsible for ensuring the effective execution of the MIM process, overseeing outage reporting, documentation, training, investigation, and quality control activities that support rapid restoration of healthcare IT services across Military Treatment Facilities (MTFs). Operating as a key member of the GNOC, the MIM Advanced SME collaborates closely with Event Management, Problem Management, Incident Management, Service Reporting, DHA Infrastructure & Operations teams, external mission partners (DISA, DMDC, NIWC, Coast Guard, VA, PMO owners), and vendor support organizations to coordinate and facilitate service restoration efforts. Using Government provided ITSM tools, knowledge bases, and ITIL aligned processes, the MIM Advanced SME brings together service owners and SMEs to troubleshoot complex outages, document findings, and maintain clear, accurate communication throughout each incident lifecycle. This role ensures authoritative tracking, consistent escalation, and comprehensive documentation while supporting GNOC Government Watch Officers and maintaining enterprise situational awareness during service interruptions that impact global healthcare delivery. Operations are 24/7.

Requirements

Minimum of 8 years with BS/BA; or 12 years of relevant experience with a HS diploma.
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.
Knowledge of ITIL processes and experience with incident tracking software.
Proven problem coordination and root cause determination skills.

Nice To Haves

Experience developing data analytics and operational performance reports.
Expertise creating and delivering executive summaries, leadership briefings, and after‑action reports.
Experience training technical and non‑technical groups across diverse organizational levels.
Strong interpersonal skills with the ability to collaborate effectively with internal teams, external partners, vendors, and leadership.
Excellent written and verbal communication skills.
Strong knowledge of ITILv3/v4 and hands‑on experience with ITSM solutions.
Proven problem coordination skills and demonstrated ability to drive accurate root‑cause determination.
Specialized knowledge in one or more key infrastructure or application domains, including Local MTF Networks, Cyber Security Tools, Network Circuits, VPNs, Active Directory, D2D Services, End User Services, CommVault, SCCM, Tanium, or MHS medical application architecture and support.

Responsibilities

Lead and maintain the Major Incident Management process, ensuring alignment with DHA service partners and operational objectives.
Develop, manage, and deliver against a Continual Service Improvement Plan for the MIM process.
Provide end‑to‑end ownership of each major incident, ensuring accountability, tracking, documentation, and timely resolution.
Oversee the communications framework for all major incidents, ensuring proactive and comprehensive communications plans are established, maintained, and executed throughout each event.
Ensure major incident timelines are clearly defined, continuously updated, and communicated.
Maintain tight integration with Problem Management to ensure appropriate Problem Records are initiated following major incidents.
Ensure accurate impact statements and maintain current key‑contact listings for critical business services and solution owners.
Promote and educate DHA IT resolution teams—internal and external—on the Major Incident Management process, ServiceNow tool steps, and outage reporting requirements.
Ensure post‑incident reviews and analysis are conducted for significant incidents in accordance with outage reporting standards.