Program Manager for Incident Management and NOC Operations

Perficient • Charlotte, NC

1d • Onsite

About The Position

We currently have a career opportunity for a Program Manager for Incident Management & NOC Operations to join our team located in Charlotte, NC. As a Program Manager of Incident Management & NOC Operations, you will own the strategy, execution, and continuous improvement of the enterprise organization’s crisis response capabilities. This role ensures effective monitoring, swift containment, resolution, and recovery from IT service disruptions and incidents, before they become major incidents, thereby minimizing business impact. This is a high-impact leadership role with a strong focus on production operations, system stability, site reliability engineering (SRE), and observability. The successful candidate will play a key role in enhancing the overall advisor and investor experience for our client by improving platform reliability, resilience, and operational efficiency. You will collaborate with cross-functional teams and industry-leading talent to manage innovative, high-quality solutions supported by NOC Operations. The role also includes participation in sales initiatives and client pursuits, aligning operational capabilities with broader business needs. In addition, you will contribute to thought leadership, mentor delivery team members, and support activities across systems analysis, configuration, testing, debugging, and documentation. You will continuously strengthen your consultative and technical expertise through exposure to diverse challenges across multiple industry domains. This role is expected to provide guidance, leadership, and mentorship across the delivery organization. Perficient is always looking for the best and brightest talent and we need you! We’re a quickly-growing, global digital consulting leader, and we’re transforming the world’s largest enterprises and biggest brands. You’ll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

Requirements

• 10+ years of progressive experience in enterprise IT operations, including Production Services, NOC/Command Center operations, SRE, or production support environments
• Proven leadership experience managing and evolving incident management and crisis response functions within large-scale, 24x7 enterprise environments
• Demonstrated success leading complex, cross-functional transformation initiatives, including process optimization, observability maturity, and operational resiliency improvements
• Deep expertise in ITSM frameworks (ITIL), including Incident, Problem, Change, and Event Management
• Strong experience operating and optimizing NOC/Command Centers and SRE-based operating models
• Hands-on experience with observability platforms, monitoring tools, dashboards, and diagnostics to support proactive issue detection and resolution
• Strong understanding of enterprise architecture principles, application ecosystems, and infrastructure dependencies
• Proven ability to analyze incident trends, identify systemic issues, and implement preventative and corrective actions
• Experience leveraging operational analytics, telemetry, to translate data into actionable insights.
• Proven ability to define and implement modern operational models, including incident management frameworks, escalation processes, and service improvement initiatives
• Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building.
• Ability to influence and drive change across the organization.
• Desire to mentor younger team members and develop their skills.

Nice To Haves

• Experience in enterprise consulting, professional services, or global systems integrators preferred

Responsibilities

• Lead the 24/7 Command Center/NOC operations, ensuring 100% visibility of system health and security events.
• Develop, maintain, and execute the monitoring and incident response strategy, including playbooks, automation, and tooling to shift from reactive to proactive, data-driven operations.
• Define, monitor, and report on key performance indicators to measure operational efficiency of the Command Center team.
• Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy.
• Maintain the knowledge base for repeat alerts and incidents, Known Error Database (KEDB) and produce trend analysis reports for senior leadership.
• Act as the primary liaison to senior leadership, providing timely, accurate updates.
• Oversee root cause analysis (RCA) for repeat alerts and incidents. Drive down noise and incident volume.
• Apply techniques and required intervention to prevent major incidents by effectively handling alerts and dashboard anomalies and avoid business impact.
• Build, lead and empower a high-performing team of incident managers, command center analysts, and technical leads.
• Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology.
• Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps.
• Mentor and develop other team members, providing training. Stay current with industry best practices and technologies, fostering a culture of continuous learning and professional growth.

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.
• Compliance with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
• Prohibition of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans.
• Prohibition of improper interference with the ability of Perficient, Inc. employees to perform their expected job duties.
• Commitment to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
• Salary range: $81,978 to $149,880 (base salary only, does not include benefits or any potential variable compensation programs).
• Information regarding the benefits available for this position is in our benefits overview.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed