Major Incident Management Specialist

The Major Incident Management Specialist provides coordinated support for the management and control of major incident process components to include the core outage reporting process, documentation, training, investigation, and quality control. Working as part of the DHA Global Network Operations Center (GNOC), this individual will work with a broader team of Major Incident Management professionals to provide rapid support and facilitation of troubleshooting efforts for outages affecting any Military Treatment Facilities (MTFs) supported by the Defense Health Agency (DHA). In this role the Major Incident Management Specialist will collaborate with Event Management, Problem Management, Incident Management, Service Reporting, DHA Infrastructure and Operations support teams, JOMIS, DHMSM, DISA, DMDC, NIWC, Coast Guard, VA, PMO application owners, and vendor support teams to facilitate a rapid return to service for any IT services impacting the delivery of healthcare to the MTFs. Using Government provided ITSM support tools (currently ServiceNow), knowledge bases, and ITIL based processes, the MIM Specialist leverages various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare. The MIM Specialist works (along with the MIM Advanced SMEs as necessary) to help facilitate service restoration, contacting service owners, documenting troubleshooting steps and root causes as identified, creating downtime notifications, and interfacing with the GNOC Government Watch Officers.

Responsibilities:

Accountable for the Major Incident Management Process and aligning this process to support our key service partners.
• Responsible for facilitating and completing actions within a Continual Service Improvement Plan for the Major Incident Management process.
• Responsible for each major incident assigned to ensure end to end ownership and accountability throughout.
• Facilitate the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, reviewed throughout and delivered against accountable for ensuring that conference calls are held where appropriate for major incidents.
• Responsible for tracking a clearly defined timeline during major incident events.
• Ensure close links are maintained with Problem Management ensuring problems are raised as appropriate following major incidents.
• Facilitate the identification of work arounds and known errors to support problem management.
• Work closely with Event Management (monitoring) teams to understand event alerts and establish a defined service restoration response.
• Promote and educate DHA IT resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting, AOT's etc.
• Help facilitate obtaining input for post incident reviews are conducted for critical incidents as it pertains to outage reporting.
• Collaborate with CommCell and GNOB leadership to maintain consistent operational visibility and alignment across GNOB functions.
• Ensure outage reports, incident details, timelines, and key restoration actions are documented clearly and accurately.
• Support post incident review activities by gathering incident data, technical notes, service owner feedback, and RCA inputs.
• Maintain current contact information, service catalogs, and critical business service references required during major incidents.

Skills:

• Experience with managing critical incidents and problem records within a Call Center environment.
• Experience creating and delivering executive summary and after-action reports.
• Experience training various groups at various levels of the organization.
• Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
• Excellent verbal and written skills
• Knowledge of ITIL4/5 practices and experience with the ITSM solution
• Demonstrated problem coordination and root cause determination skills
• Demonstrated skills in understanding system/solution architectures to break out key services to identify Configuration Items (CIs) and related services that could be impacted during a service interruption.
• Technical familiarity in one or more infrastructure or application domains, such as:
  • Local MTF Networks
  • Cybersecurity Tools
  • Network Circuits & VPNs
  • Active Directory
  • SaaS/IaaS etc.
  • End User Services
  • CommVault
  • SCCM
  • JOMIS/MHS Medical Application Architecture and Support

Required Qualifications:

• Batchelor's degree with 8 years of experience, or 12 years of experience with a high school diploma.
• Must be a US Citizen
• Public Trust Clearance/ or ability to obtain one
• Primary work locations in San Antonio, TX.
• Must be able to work in a fast-paced & stressful environment.
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• Minimum 8+ years of overall experience in major incident and problem management
• ITIL4/5 Foundations Certification

Preferred Qualifications:

• Experience working within Military Health environments
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system
• Active Public Trust Clearance or Secret Adjudication

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.