Location: Onsite in Kansas City, Missouri

Hybrid Cloud Datacenter Incident Management Coordinator

Overview:

We are seeking an Incident Management Coordinator to do the following:

- Support US Marine Corps (USMC) enterprise level hybrid cloud datacenter operations

- Enable USMC world-wide customers to execute critical missions

What you will do....

As an Incident Management Coordinator, you will be responsible for supporting outage resolution and incident management process, procedure, execution, and documentation. You will lead outage response activities to coordinate Tier 2 and Tier 3 team activities and complete leadership reporting. You will also maintain and report incident response metrics and closely coordinate with other IT Service Management process leads particularly Event and Problem Management.

Responsibilities include the following:

- Incident creation, prioritization, assignment, queue management, escalation and resolution in order to restore normal service operation as quickly as possible minimizing the disruption to a customers of a multi-site Datacenter.

- Manage incident response in coordination with Technical Analysis Center (TAC) shift leads in support of government Incident Manager

- Oversee and maintain a communication plan relating service and application outage/degradation situational awareness to Datacenter customers and stakeholders.

- Review IM processes, procedures and metrics to identify service improvement and staff opportunities for improvement and efficiency. Maintain, manage, update and coordinate process, procedure, instructions and training materials (in coordination with Training Developer)

- In coordination with Training developer and TAC Lead, develop and conduct incident management training including scenario-based events; test TAC shift members as necessary to verify compliance with incident/outage response procedures.

- Serve as a Backup/augmentee for TAC shift members when needed for surge requirements

- Serve as a backup to the Event Manager

- Support after hours/weekend on-call requirements

Required:

BS with 8 years, MS with 6 years, PhD with 3 years of experience. Will consider HS with 12 years experience.
• DoD Secret clearance
• IAT II Certification
• Experience with incident management or incident resolution. Exceptional ability to handle volatile and uncertain situations and effectively communicate and coordinate responses.
• Experience in troubleshooting at Tier 2 level to identify likely causes of incidents/outages and communication with Tier 3 team as needed to resolve issues.
• Senior-level experience with datacenter operations, ITSM processes, Windows administration, Virtualization environments and famiiliarity with networking, Red Hat Enterprise Linux, database operations (Oracle & SQL), vRealize Operations tool suites.
• Experience with ITSM ticketing system such as BMC Remedy -- to include opening, updating tickets; gathering essential information from customers to resolve incidents; documenting ongoing work and resolution.
• Excellent communication and coordination skills including briefing to senior leadership.
• Knowledge of trend analysis and root cause analysis

• ITIL Training or certification within 30 days of start.

Desired:

• ITIL intermediate certification

Benefits: At Peraton, our benefits are designed to help keep you at your best, beyond the work you do with us daily. We are fully committed to the growth of our employees. From fully comprehensive medical plans, to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

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.