Ticket Triage Manager

Qualifications

• Minimum of 12 years with BS/BA;
  Minimum of 10 years with MS/MA;
  Minimum of 7 years with Ph.D., 16 years with HR diploma
• Must be a US citizen
• Must have active Secret clearance
• Experience using ITSM platforms such as Service Now, Remedy, or equivalent DoD ticketing systems
• Security + certification
• Strong written and verbal communication skills with demonstrated ability to brief government leadership
• Ability to work effectively in a high-tempo, mission-critical operations environment with competing priorities

Peraton is seeking a Ticket Triage Manager. This position monitors critical network elements and applications using various network monitoring systems in a 24x7x365 Network Operations Center (NOC). Triages and assigns trouble tickets related to network infrastructure incidents or new customer requests. Uses network management systems to check for system alarms when parts of the network are not working properly and may jeopardize the level of communication services available to customers.

Follows procedures to validate and elevate issues.

• Ticket Management & Triage — intake, categorization, prioritization, queue monitoring, SLA tracking, ITSM documentation
• Serve as the first point of contact for all inbound service desk tickets related to network infrastructure, ensuring timely acknowledgment and intake processing in accordance with contract SLAs
• Operations Coordination — routing to network engineers, incident management, NOC rhythm meetings
• Government Stakeholder Interface — communication with government leadership, status reporting, translating technical issues for non-technical audiences
• Assess, categorize, and prioritize tickets based on severity, mission impact, and customer priority levels
• Assign tickets to the appropriate Network Operations engineers based on skill set, workload, and urgency
• Monitor ticket queues and elevate aged or blocked tickets
• Maintain accurate ticket records and documentation within the ITSM platform (e.g., Service Now, Remedy) including status updates, resolution notes, and closure actions
• Track and report on ticket volume, aging, SLA adherence, and recurring issue trends to identify systemic problems