Incident Manager (Technical Support)

Peraton; United States; Remote; USD 51,000 - 82,000; Full time

Job summary

A leading national security company is seeking an Incident Manager for a fully remote position. You will oversee incident management processes, collaborating with various teams to ensure quick and effective resolution of incidents. The ideal candidate should possess strong analytical and communication skills while managing critical incidents and related documentation effectively.

Qualifications

• 2 years of experience or 6 years relevant experience in lieu of degree.
• Proficiency in incident and problem management tools.
• Must be a US Citizen and able to obtain security clearance.

Responsibilities

• Manage incident lifecycle in accordance with contractual terms.
• Ensure effective incident management with minimal customer impact.
• Continuously improve Incident Management processes.

Skills

Problem-Solving

Analytical Skills

Time Management

Effective Communication

Critical Thinking

Education

Bachelor's degree

ITIL Foundations Certification

Tools

ServiceNow

Operations Bridge Manager

MS Office Suite

Job description

Responsibilities

We are HIRING! Our FRB Program is seeking an Incident Manager. The ideal candidate will join a diverse, high-performing team. This position is 100% remote with on-call responsibilities for incident management. An Incident Manager should possess strong problem-solving, analytical, and time-management skills. They should also be able to apply organizational, critical thinking, and effective communication skills, both oral and written. The Incident Manager must be an effective team player and leader, capable of working independently when necessary.

What will you do:

• Provide an overview of IT infrastructure (e.g., servers, network), application infrastructure (e.g., SAP), and related services (e.g., Business Continuity) throughout the incident lifecycle, in accordance with contractual terms and technical standards.
• Collaborate with key customers and internal teams (Infrastructure Support Managers, Client Managers, and the Account Delivery Manager).
• Ensure effective management of impacting incidents, aiming for quick restoration with minimal customer impact.
• Execute the enterprise Incident Management process, including managing incident queues and escalation procedures to ensure timely resolution.
• Handle global facilitation and response for major incidents affecting critical business applications and infrastructure services, on a 24/7/365 basis.
• Continuously improve Incident Management processes and conduct post-incident reviews.
• Work with team members to resolve complex IT hardware and software problems.
• Manage incident communications for high-priority incidents, utilizing escalation tools for client updates.
• Verify the accuracy and completeness of Major Incident notification messages sent to customers.
• Maintain incident logs and prepare incident reports for upper management review.
• Develop and maintain technical and process documentation for the Incident Management Team.
• Collaborate with Service Desk Agents and other support staff.
• Participate in quarterly disaster recovery exercises as the incident manager, including weekends.
• Update incident reporting systems with resolution details and coordinate with problem management on trend detection.
• Build relationships within the organization to support critical incidents during high-profile events.
• Use change management reports during high-priority incidents to determine if changes caused the incident.

Qualifications

Required Qualifications:

• Bachelor's degree and 2 years of experience, or 6 years of relevant experience in lieu of a degree.
• Understanding of IT Service Management tools (e.g., ServiceNow).
• Experience with event management activities and tools (e.g., Operations Bridge Manager).
• Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint, MS Teams).
• Experience with incident/problem management tools.
• Strong professional communication skills, both written and verbal.
• Must be a US Citizen and able to obtain and maintain required security clearance.

Preferred Qualifications:

• ITIL Foundations Certification.

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence globally. As a leading mission capability integrator and enterprise IT provider, we deliver trusted solutions to protect our nation and allies. We operate across all domains: land, sea, space, air, and cyberspace. Our employees solve the most daunting challenges to keep people safe and secure worldwide. Visit peraton.com to learn more.

Target Salary Range

$51,000 - $82,000. This range is based on experience and other factors.

EEO

Peraton is an equal opportunity employer, including for individuals with disabilities and protected veterans, and adheres to all applicable laws.