Senior Major Incident Leader (24/7 Ops)

Peraton; San Antonio (TX); On-site; USD 66,000 - 106,000; Full time

Job summary

Peraton is seeking a Major Incident Manager to coordinate critical incidents and drive rapid restoration of enterprise services. You will own end-to-end incident management, lead communications, and guide cross-functional teams through major events.

The role requires 8+ years of experience with a BS/BA, a US citizenship, and the ability to obtain Public Trust clearance. Strong ITIL knowledge and reporting skills are essential to succeed in a fast-paced, 24/7 environment.

Qualifications

• Minimum of 8 years with BS/BA; 12 years with a high school 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.
• Excellent verbal and written skills.
• Knowledge of ITIL processes and experience with incident tracking software.
• Proven problem coordination and root cause determination skills

Responsibilities

• Execute the Major Incident Management Process in alignment with key service partners.
• Contribute to the Continuous Service Improvement Plan for the Major Incident Management Process.
• Act as the assigned Major Incident Coordinator for incidents, taking end-to-end ownership and accountability.
• Manage the communications process for assigned major incidents, ensuring proactive and comprehensive updates are delivered.
• Organize and lead conference calls as appropriate for major incidents.
• Maintain a clearly defined timeline of actions and events throughout each major incident.
• Maintain close links with the Problem Management team, ensuring problem tickets are raised for underlying issues following major incidents.
• Use and reference the impact statements for critical business systems during an incident.
• Educate IT resolution teams on the Major Incident Management Process and related tools.
• Conduct post-incident reviews for significant incidents.

Skills

Incident management

ITIL4 Foundations

Executive communication

Problem coordination

Root cause analysis

Stakeholder management

Training others

Verbal and written communication

Education

BS/BA

Tools

Incident tracking software

Job description

Peraton is seeking a Major Incident Manager to coordinate critical incidents and drive rapid restoration of enterprise services. You will own end-to-end incident management, lead communications, and guide cross-functional teams through major events.

The role requires 8+ years of experience with a BS/BA, a US citizenship, and the ability to obtain Public Trust clearance. Strong ITIL knowledge and reporting skills are essential to succeed in a fast-paced, 24/7 environment.