Incident Support Manager

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 Security's 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

Qualifications

Basic Qualifications:

• Bachelor's degree and 12 years of experience or a Master's degree and 10 years of experience or a High School Diploma/equivalent and 16 years of experience.
• Must be a U.S. Citizen with the ability to obtain/maintain 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 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

$135,000 - $216,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

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