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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 Critical Incident Lifecycle Coordinator (CILC) within the Enterprise Operation Center (EOC) for the Bureau of Consular Affairs CA program. The CILC will oversee critical incidents, facilitate troubleshooting efforts, and coordinate with various operational teams to ensure effective tracking and resolution of incidents.

Key Responsibilities:
  • Initiate and manage critical incident processes triggered by enterprise monitoring alerts.
  • Establish critical incident communication bridges as necessary and provide regular updates to stakeholders.
  • Ensure compliance with Service Level Agreements regarding escalation and resolution timelines.
  • Identify opportunities for enhancing 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.
  • Deliver troubleshooting summaries to relevant stakeholders.
  • Prepare and present technical documentation tailored to diverse audiences.
Work Environment:
Hybrid model with a combination of remote work and in-office days.

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

Qualifications

Required:
  • Active SECRET Government Security Clearance.
  • A minimum of 5 years of experience in an enterprise operations center.
  • Excellent 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 a minimum of 5 years of relevant experience.

Company Overview

Peraton is a national security organization that specializes in delivering mission capabilities across various domains. The company provides solutions aimed at safeguarding nations and allies, serving government entities and the U.S. armed forces.

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