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Critical Incident Management Coordinator

2 months ago

Sterling Heights, Michigan, United States Peraton Full time
Position Overview

We are seeking a dedicated Enterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC) to support our Bureau of Consular Affairs CA program. The CILC will be responsible for overseeing critical incidents, facilitating communication during incidents, and collaborating with various operational teams to ensure effective resolution.

Key Responsibilities:
  • Initiate and manage critical incident processes based on enterprise monitoring alerts.
  • Establish critical incident communication bridges as necessary and provide updates to relevant stakeholders.
  • Ensure compliance with Service Level Agreements regarding escalation and resolution timelines.
  • Identify and implement improvements in the critical incident management process.
  • Communicate the operational status of enterprise systems to both internal and external teams.
  • Monitor the availability of systems and applications to ensure optimal performance.
  • Prepare and deliver troubleshooting summaries to stakeholders.
  • Develop and present technical documentation tailored to diverse audiences.
Work Environment:
Hybrid work model with a combination of remote and in-office responsibilities.

Core Work Schedule: Wednesday to Sunday, 2:30 PM to 11:00 PM, with occasional on-call duties.

Qualifications

Required:
  • Possession of an active SECRET Government Security Clearance.
  • A minimum of 5 years of experience in an enterprise operations center.
  • Exceptional communication skills with a focus on customer interaction.
  • Proven experience in triaging and prioritizing critical incidents.
Preferred:
  • ITIL certification.
  • Expertise in ServiceNow.
Education: Bachelor's degree with at least 5 years of relevant experience.

Company Overview

Peraton is a leader in national security, providing mission capabilities across multiple domains. We deliver innovative solutions to safeguard nations and allies, serving government entities and the U.S. armed forces.

Salary Range: $80,000 - $128,000.