Major Incident Management (MIM)
Peraton · San Antonio, TX, US
About this role
## Major Incident Management (MIM) Advanced SME ### Responsibilities - Lead and maintain the Major Incident Management (MIM) process, ensuring alignment with DHA service partners and operational objectives. - Develop, manage, and deliver against a Continual Service Improvement Plan for the MIM process. - Provide end-to-end ownership of each major incident, ensuring accountability, tracking, documentation, and timely resolution. - Oversee the communications framework for all major incidents, ensuring proactive and comprehensive communications plans are established, maintained, and executed. - Ensure major incident timelines are clearly defined, continuously updated, and communicated. - Maintain tight integration with Problem Management to ensure appropriate Problem Records are initiated following major incidents. - Ensure accurate impact statements and maintain current key-contact listings for critical business services and solution owners. - Promote and educate DHA IT resolution teams (internal and external) on the MIM process, ServiceNow tool steps, and outage reporting requirements. - Ensure post-incident reviews and analysis are conducted for significant incidents in accordance with outage reporting standards. ### Skills / Experience - Experience developing data analytics and operational performance reports. - Expertise creating and delivering executive summaries, leadership briefings, and after-action reports. - Experience training technical and non-technical groups across diverse organizational levels. - Strong interpersonal skills and ability to collaborate with internal teams, external partners, vendors, and leadership. - Excellent written and verbal communication skills. - Strong knowledge of ITIL v3/v4 and hands-on experience with ITSM solutions. - Proven problem coordination skills and demonstrated ability to drive accurate root-cause determination. - Specialized knowledge in one or more key infrastructure/application domains, such as: - Local MTF Networks - Cyber Security Tools - Network Circuits - VPNs - Active Directory - D2D Services - End User Services - CommVault - SCCM - Tanium - MHS medical application architecture and support ### Qualifications - **Basic Qualifications:** - Minimum of **12 years** with BS/BA; or **16 years** of relevant experience with a HS diploma. - **Clearance:** - Ability to obtain a **Public trust clearance** - Must be a **US Citizen** - Have or be able to obtain a successful **ADP II Public Trust Investigation** adjudication - **Certifications / Knowledge:** - **ITIL4 Foundations** certification (or ability to obtain) - **Operational Requirements:** - Familiar with Service Desk or IT support methodology. - Ability to work in a fast-paced, stressful environment with various hours and on-call support for **24/7** operations. ### Peraton Overview Peraton is a next-generation national security company and a transformative enterprise IT provider delivering trusted solutions to protect our nation and allies. ### Target Salary Range - **$80,000 – $128,000** (typical range; final offer depends on factors including experience, education, location, and contract considerations) *EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.*
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