SLA (Service Level Agreement) & Incident Response Coordinator

Peraton; Herndon (VA); Remote; USD 66,000 - 106,000; Full time

Job summary

Join a forward-thinking company as an SLA & Incident Response Coordinator, where you'll monitor SLA performance, analyze data, and collaborate with teams to enhance service delivery. This role offers the opportunity to work in a 100% remote environment while contributing to critical national security missions. You'll be part of a dynamic team that values your insights and fosters continuous improvement. If you're passionate about operational efficiency and customer support, this is the perfect opportunity to make a significant impact.

Qualifications

• 5+ years of experience in IT service management or customer support.
• Strong knowledge of ITIL practices and service level management.

Responsibilities

• Monitor and track SLA performance across service delivery operations.
• Analyze SLA data and generate reports to ensure compliance.

Skills

IT Service Management

Customer Support

ITIL Practices

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Master's Degree

High School Diploma

Job description

SLA (Service Level Agreement) & Incident Response Coordinator

Job Locations

US

Requisition ID

2025-156043

Position Category

Customer Service

Clearance

No Clearance Required

Responsibilities

Peraton is seeking an experienced SLA (Service Level Agreement) & Incident Response Coordinator to join our team of qualified and diverse individuals.

This position is 100% remote.

Day to Day Roles and Responsibilities:

Monitor and track Service Level Agreement (SLA) performance across service delivery operations

• Analyze SLA data and generate reports to ensure compliance with service expectations

• Provide actionable insights and recommendations based on SLA performance metrics

• Coordinate and track incidents to ensure timely resolution and minimal service disruption

• Collaborate with other incident response coordinators to manage incident workflows

• Document incident responses and resolution steps accurately and thoroughly

• Work closely with cross-functional teams to address service issues and improve response times

• Identify trends and areas for improvement through data analysis

• Support continuous service improvement initiatives through performance monitoring and feedback

• Proactively address performance and incident-related concerns to enhance operational efficiency

Qualifications

Basic Qualifications:

• Bachelors degree and 5 years of experience or a Masters degree and 3 years of experience or a High School diploma and 9 years of experience.
• Must be a U.S. Citizen.
• Must have experience in IT service management, customer support, or a related field.
• Strong knowledge of ITIL practices, particularly in service level management and performance measurement.
• Demonstrated expertise in managing service level agreements and ensuring adherence to SLAs
• Strong analytical skills with the ability to interpret data and translate it into actionable insights.
• Exceptional verbal and written communication skills to interact with internal teams, clients, and senior management.
• Ability to handle multiple priorities and projects in a fast-paced environment.

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.