Incident Support Manager

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/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

• 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 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.

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

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