Incident Support Manager

Peraton is seeking an experienced Incident Support Manager to lead incident management for the Network Operations Center (NOC) supporting the Department of Homeland Securitys Customs and Border Protection program. This role is responsible for ensuring the timely restoration of services coordinating cross-functional teams and maintaining adherence to established incident management processes. The ideal candidate will bring strong leadership technical expertise and experience supporting mission-critical environments preferably within a government setting.

Location:

This position is on-site and you must have the ability to work in Ashburn VA Springfield VA or Orlando FL.

Day to Day Roles and Responsibilities:

Incident Coordination

• Lead and manage incident response activities across operational teams
• Coordinate resolution efforts between Tier 1 Tier 2 and engineering teams

Major Incident Management

• Serve as the primary contractor point of contact for major incidents
• Communicate directly with the Government Incident Manager and stakeholders

Incident Process Ownership

• Ensure adherence to established incident management processes including identification escalation resolution and closure
• Maintain accountability for proper incident handling and lifecycle management

Incident Escalation

• Act as the first point of escalation for operational incidents
• Ensure timely escalation and engagement of appropriate technical resources

Incident Reporting and Documentation

• Ensure all incidents are properly documented and tracked
• Maintain accurate and up-to-date incident records and status updates

Operational Coordination

• Coordinate response activities across multiple teams and stakeholders
• Facilitate communication to ensure alignment and rapid issue resolution

Process Improvement

• Identify gaps in incident response processes and recommend improvements
• Support continuous improvement initiatives to enhance operational efficiency

Accountability

• Maintain responsibility for the timely restoration of services during incidents
• Ensure service levels and operational objectives are consistently met

Basic Qualifications:

• Bachelors degree and 12 years of experience or a Masters degree and 10 years of experience or a High School Diploma/equivalentand 16 years of experience.
• Must be a U.S. Citizen with the ability to obtain/mantain a DHS CBP Public Trust.
• Experience in IT operations incident management or network operations environments
• Must have an ITIL certification or possess one of the following: CCNP CCDP or CCIE.
• Experience as a subject matter expert in routing and switching firewalls and load balancing
• Proven experience managing incidents in a 24x7 operations or Network Operations Center environment
• Strong understanding of incident management processes and best practices
• Excellent communication and coordination skills across technical and non-technical teams

Preferred Qualifications:

• DHS CBP clearance
• Experience supporting federal government customers preferably within DHS or CBP environments
• Experience working in large-scale mission-critical infrastructure environments
• Familiarity with IT service management tools and monitoring platforms
• Experience driving process improvements within IT operations

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 worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.