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). This initiative is intended to provide 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 be responsible for working 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 Enterprise Operations Center (EOC) CILC shall be responsible for managing critical incidents, monitoring and working with a complex, 24x7x365 enterprise operations center including coordinating 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 (CACST) environment.
- Provide summary of troubleshooting that occurs during a critical event to stakeholders which include federal management.
Core Work Schedule: Weekends
Work Location: 600 19th St NW, Washington, D.C. 20431SA-34
Qualifications
Basic Qualifications:
- US Citizenship required and an active SECRET Government Security Clearance
- Minimum of 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 high-stress situations.
- Minimum of five years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives.
- Minimum of three years of experience with the collection and analysis of 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 8-10 years’ experience or MS degree and 6-8 years’ experience or high school diploma/equivalent and 12 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
$112,000 – $179,000. This represents the typical salary range for this position based on experience and other factors.
EEO
An Equal Opportunity Employer including Disability/Veteran.