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SITEC - Incident Asset Manager - Fort Liberty, NC
Peraton - Liberty, NC
posted 2 months ago
About the position
The Incident Asset Manager at Peraton is responsible for overseeing incident management processes and asset management duties within the Special Operations Command Information Technology Enterprise Contract (SITEC) - 3. This role requires extensive experience in IT operations support, focusing on coordinating responses to service disruptions and ensuring prompt resolution of incidents. The position plays a critical role in maintaining network operations and supporting the end-users of USSOCOM and its component commands.
Responsibilities
- Manage the rapid progression of incidents from creation to completion.
- Perform trend analysis on incidents and develop reports as directed.
- Format and disseminate reports to higher, peer, and subordinate NetOps Centers.
- Participate in meetings and conferences as directed.
- Provide technical analyses of incidents to higher, peer, and subordinate NetOps Centers.
- Document the relationship of incidents to configuration items.
- Document and track plans to resolve, prevent, and mitigate future incidents.
- Set up IT support systems for end users to minimize issues.
- Monitor the effectiveness of the incident management process and recommend improvements.
- Develop and implement the incident management process.
- Analyze incident trends and recommend corrective actions as necessary.
- Engage and coordinate technical resources across IT support teams.
- Ensure adherence to the incident management process.
- Perform notifications and escalations within prescribed service level agreements (SLAs).
- Ensure incident reports include adequate notes for later review and analysis.
- Ensure follow-up change tickets are submitted and scheduled as appropriate.
- Ensure incident tickets have the most current information and corrective actions.
- Provide input to problem management teams during root cause investigations.
Requirements
- Minimum of 12-16 years of experience with High School diploma; 10-12 years with Associate's degree; 8-10 years with Bachelor's degree; 6-8 years with Master's degree.
- At least two years of experience in IT Operations support.
- Three years of hands-on experience in support of Windows Servers, Unix Systems, Networking, Storage, Citrix, server virtualization, VOIP, Database Administration (e.g., Oracle, Microsoft SQL Server), application software support, and network/application monitoring.
- Ability to follow procedures under stressful conditions.
- Strong written and oral communication skills.
- DoD TS clearance or higher is required.
Nice-to-haves
- Experience with incident management tools and software.
- Knowledge of ITIL framework and best practices.
- Familiarity with asset management processes.
Benefits
- Paid parental leave
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- Tuition reimbursement
- Paid time off
- Vision insurance
