Responsibilities

Peraton is seeking an Enterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC) to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). The program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The EOC CILC will manage critical incidents and troubleshooting bridges within the CA/CST CAEIO EOC Team. The CILC will work closely with CAEIO contractors, DOS leadership and business stakeholders to resolve critical incidents and monitor performance, faults and security service delivery and solutions to automating IT enterprise monitoring services and related business processes.

The CILC will monitor and manage critical incidents, work with a complex, 24x7x365 EOC, and coordinate an operations team responsible for tracking and resolving CA/CST’s most critical incidents.

Responsibilities

• Coordinate operational activities with the on-duty EOC staff to include critical incident management, incident management, enterprise monitoring, security alert monitoring, and maintenance activities.
• Stand up critical incident bridges when needed, make sure required technical resources respond to incidents and attend the critical incident calls, and communicate incident status to stakeholders.
• Ensure critical incident Service Level Agreements (SLA) with respect to escalation and resolution are met.
• Identify areas to streamline or improve critical incident handling with respect to escalation and communication.
• Communicate operational state of the enterprise systems between various teams within CAEIO, and external stakeholders to include the customer.
• Hand off operational status between shifts to incoming leads to include critical incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems.
• Monitor multiple systems and applications using monitoring tools to ensure availability of systems and applications in the Consular Affairs Consular Systems Technology (CA\CST) environment.
• Provide summary of troubleshooting that occurs during a critical event to stakeholders.

Core Work Schedule: Monday - Friday, 7:00 AM - 4:00 PM as well as occasional on-call.

Work Location: 600 19th St NW, Washington, DC

Qualifications

Basic Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• At least five years of experience in an enterprise operations center and two years managing/ leading enterprise operations center staff, or in a coordination role with the skills applicable to a complex, worldwide network.
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in mission-critical situations.
• At least five years of experience triaging and prioritizing critical incidents to directly align with mission objectives.
• At least three years of experience collecting and analyzing metrics across a distributed, complex IT enterprise. Ability to develop integrated dashboard views for various stakeholder groups. Experience reporting against and managing to Service Level Agreements (SLAs).
• Excellent written, verbal, and interpersonal skills.

Desired Qualifications

• Possesses a ITIL certification.
• ServiceNow expertise.
• Comprehensive written and verbal skills.

Education and Experience: BS degree and 5 years’ experience or MS degree and 3 years’ experience or high school diploma/equivalent and 10 years’ experience.

Peraton Overview

Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range