Major Incident Management Specialist

About Peraton

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 non‑traditional 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 solve the most daunting challenges that our customers face.

About the Role

The Major Incident Management Specialist provides coordinated support for the management and control of major incident process components, including outage reporting, documentation, training, investigation, and quality control. Working as part of the DHA Global Network Operations Center (GNOC), this individual collaborates with Event Management, Problem Management, Incident Management, Service Reporting, DHA Infrastructure and Operations, JOMIS, DHMSM, DISA, DMDC, NIWC, Coast Guard, VA, PMO application owners, and vendor support teams to facilitate rapid restoration of IT services that impact healthcare delivery to Military Treatment Facilities (MTFs). The role leverages ServiceNow, knowledge bases, and ITIL‑based processes, using multiple communication methods to bring together key service owners, document troubleshooting steps, create downtime notifications, and interface with GNOC Government Watch Officers.

Responsibilities

• Accountable for the Major Incident Management Process and aligning it to support key service partners.
• Facilitate and complete actions within a Continual Service Improvement Plan for the process.
• Own end‑to‑end responsibility for each major incident assigned.
• Develop and execute comprehensive communications plans for major incidents, including conference calls as appropriate.
• Track a clearly defined timeline during major incident events.
• Maintain close links with Problem Management to raise problems following major incidents.
• Identify work‑arounds and known errors to support problem management.
• Collaborate with Event Management (monitoring) teams to understand alerts and define service restoration responses.
• Promote and educate DHA IT resolution teams on the Major Incident Management Process and related tools.
• Facilitate post‑incident reviews, gathering input for critical incidents and outage reporting.
• Collaborate with CommCell and GNOB leadership to ensure consistent operational visibility and alignment.
• Document outage reports, incident details, timelines, and key restoration actions 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 managing critical incidents and problem records in a call‑center environment.
• Experience creating and delivering executive summaries and after‑action reports.
• Experience training diverse groups across an organization.
• Excellent interpersonal, verbal, and written communication skills.
• Knowledge of ITIL 4/5 practices and experience with an ITSM solution.
• Strong problem‑coordination and root‑cause determination abilities.
• Ability to understand system/solution architectures, identify Configuration Items (CIs) and related services.
• Technical familiarity with one or more infrastructure or application domains, such as:
  • Local MTF Networks
  • Cybersecurity Tools
  • Network Circuits & VPNs
  • Active Directory
  • SaaS/IaaS
  • End‑User Services
  • CommVault
  • SCCM
  • JOMIS/MHS Medical Application Architecture and Support

Qualifications

Required

• Bachelor’s degree with 8 years of experience, or 12 years of experience with a high‑school diploma.
• U.S. citizenship.
• Public Trust Clearance or ability to obtain one.
• Primary work location in San Antonio, TX.
• Ability to work in a fast‑paced, stressful environment and on shifts or on‑call to support the 24 × 7 GNOC mission.
• Minimum 8 years of overall experience in major incident and problem management.
• ITIL 4/5 Foundations Certification.

Preferred

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

Pay

Target Salary Range: $86,000 – $138,000. Salary is determined by factors such as scope and responsibilities, experience, education, knowledge, skills, competencies, geographic location, and business/contract considerations. Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Health Savings Account (HSA)
• Short‑ and long‑term disability
• Employee Assistance Program (EAP)
• Parental leave
• 401(k) retirement plan
• Paid time off (PTO) for vacation
• Company‑paid holidays