SITEC - Incident Manager - MacDill AFB

Peraton requires Incident Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) - 3 EOM.

This position is located at MacDill AFB in Florida.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

The Incident Manager will serve as a key member of the newly established Incident Management function within the Operations Support organization and remain focused on high-priority service restoration by owning the administrative and governance aspects of incident management.

Manage enterprise-wide incident tickets (primarily P3 & P4) across the enterprise, ensuring:

• Timely triage and resolution

• Accurate documentation and categorization

• Proper escalation and closure protocols

• Maintain ticket hygiene and contribute to queue health across the ITSM platform

• Identify recurring issues and contribute to trend analysis reporting

• Collaborate with the Problem & Modernization Manager to support root cause analysis and service improvement efforts

• Ensure compliance with incident documentation standards to support governance, audit readiness, and continual improvement

• Participate in technical exchange meetings and coordination sessions with GEOC, CSD, and operational teams to ensure seamless ticket handoff, functional alignment, and consistent incident documentation across the enterprise

• Support the development and refinement of escalation workflows and reporting dashboards

• Contribute to process improvements that reduce redundancy and enhance operational efficiency

Required Qualifications:

• Min 12 years with HS degree, 10 years with AS/AA degree, 8 years with BS/BA, 6 years with MS/MA, 3 years with a PHD

• DoD TS/SCI clearance

• Experience managing incident tickets in enterprise IT environments

• Strong understanding of ITIL-based incident lifecycle and escalation protocols

• Familiarity with ServiceNow or similar ITSM platforms

Desired Qualifications:

• ITIL v4 certification or equivalent operational framework experience

• Experience with enterprise service management platforms (e.g., ServiceNow)

• Familiarity with Problem Management, Change Management, and Service Modernization functions

• Familiarity with SOCOM or DoD enterprise environments

• Exposure to Problem Management, Change Management, or Service Modernization workflows

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.