Network Operations Program Manager

Employer
Peraton
Location
Arlington, VA
Posted
Jan 25, 2022
Closes
Jan 29, 2022
Ref
334354787
Industry
Other
Hours
Full Time
Peraton Overview Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the cant be done, solving the most daunting challenges facing our customers. Responsibilities Provide effective front-line support leveraging service desk ticketing system, telephone, and email communications in a 24x7 operational environment. Support the service desk shift lead in operational activities. Interact with government Program Manager for the service desk regarding operational issues. Ensure timely and effective response to internal and external mission partners. Follow the appropriate incident escalation and reporting procedures. Seek to improve the quality, productivity, and culture of the service desk environment. Coordinate distribution of incidents and service requests. Conduct effective shift transition actions and procedures. Conduct weekly [and on demand] ticket audits on incident response analysts and provide associated reports. Duties may also include but are not limited to identifying, logging, categorizing, performing initial triage, routing, and resolving incidents and requests; manage the lifecycle of incident and request tickets in accordance with interface agreements, performing customer relationship management activities with mission partners, internal coordination and follow up for distributed actions, and compliance with defined processes, procedures, work instructions, and program requirements. This position is contingent upon contract award. Qualifications Basic Qualifications: Bachelors Degree and a minimum of 2 years applicable experience required. An additional 4 years of experience may be substituted in lieu of degree. Active Top Secret Security Clearance with the ability to obtain a TS/SCI is required. In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment. Knowledge and understanding of customer service techniques and a willingness to learn new tools and technologies and take on new responsibilities, as assigned. Must be customer and detail oriented and possess good decision-making ability. SDL2017