Senior Major Incident Manager: GNOC & ITIL Lead

Peraton; San Antonio (TX); On-site; USD 80,000 - 128,000; Full time

Job summary

Peraton is seeking a Major Incident Management (MIM) Advanced SME to lead and optimize the GNOC's incident response for DHA and affiliated partners. The role requires hands-on ITIL discipline, cross-team coordination, and 24/7 operational readiness across global healthcare IT services.

You will own the end-to-end MIM process, drive continual service improvement, coordinate communications, and ensure accurate reporting, timelines, and post-incident reviews with stakeholders including DISA, DMDC,

Qualifications

• 12+ years experience with BS/BA or 16 years with HS diploma.
• Ability to obtain Public trust clearance.
• US Citizenship required.
• Familiar with Service Desk or IT support methodology.
• Willing to work 24x7 shifts to support 24x7 operation.
• ITIL4 Foundations certification or ability to obtain.
• Experience developing various reports.
• Experience creating and delivering executive summaries.
• Experience training groups at various organizational levels.
• Excellent interpersonal skills and stakeholder engagement.
• Knowledge of ITIL processes and incident tracking software.
• Root cause determination and problem coordination skills.

Responsibilities

• Lead and maintain the MIM process aligned with DHA service partners.
• Develop and execute Continual Service Improvement Plan for MIM.
• Own end-to-end incident ownership with documentation and resolution.
• Oversee communications framework for major incidents.
• Define and update incident timelines and communications.
• Integrate with Problem Management for problem records.
• Maintain accurate impact statements and critical contact lists.
• Educate DHA IT teams on MIM, ServiceNow steps, outage reporting.
• Conduct post-incident reviews per outage standards.

Skills

Data analytics

Executive summaries

Training groups

Interpersonal skills

ITIL knowledge

Vendor coordination

Root cause analysis

Infrastructure domains

Education

BS/BA in related field

HS diploma (16 years experience)

Tools

ServiceNow

Incident tracking software

Job description

Peraton is seeking a Major Incident Management (MIM) Advanced SME to lead and optimize the GNOC's incident response for DHA and affiliated partners. The role requires hands-on ITIL discipline, cross-team coordination, and 24/7 operational readiness across global healthcare IT services.

You will own the end-to-end MIM process, drive continual service improvement, coordinate communications, and ensure accurate reporting, timelines, and post-incident reviews with stakeholders including DISA, DMDC,