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Enterprise Ticket Operations Manager
2 months ago
We are seeking a highly skilled Enterprise Ticket Operations Manager to join our team at Peraton. As a key member of our Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, you will be responsible for creating and maintaining Remedy ticket handling standards for our IMS program teams.
Key Responsibilities- Create and maintain the IMS Remedy ticket handling process and procedures.
- Drive Service Level Agreement attainment for ticket-based SLAs.
- Create the necessary reporting and standards and process utilized by the IMS program teams utilizing Remedy to support their assigned service.
- Implement Operational Level Agreements (OLAs) for all IMS program teams utilizing Remedy.
- Create and execute improvement plans for any missed ticket-based SLAs.
- Bachelor's degree and 5 years' experience or Master's degree and 3 years' experience or HS diploma/equivalent and 9 years experience.
- U.S. Citizenship required; Secret (or higher) clearance.
- Comfortable communicating with Peraton and Client leadership.
- Professional written and interpersonal skills are essential when communicating with Client.
- Experience in data analytics.
- Time-management skills and the ability to establish reasonable and attainable deadlines.
- 5-7 years of proven experience in the Enterprise Ticket Manager role with Remedy experience.
- ITIL foundation certification or familiarity with ITIL methodologies and best practices.
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.
We operate 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.
Our employees do the can't be done by solving the most daunting challenges facing our customers. Visit our website to learn how we're keeping people around the world safe and secure.
Target Salary Range$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
