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Incident Manager

Business Group Highlights

Civilian, State and Local

Perspecta’s Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services.


Perspecta provides engineering, management, and operational support services to the U.S. Customs and Border Protection on a Data Center Support Services (DCSS) contract supporting the (CBP) Enterprise Data Management & Engineering (EDME) Division. EDME provides innovative Information Technology (IT) services and solutions. Perspecta performs technical support services for CBP in the following principle technical areas Business Continuity Planning, Middleware Infrastructure Support, Windows Support Group, and Common Enterprise Technology Integration. To support this important effort, we are seeking an (Enterprise Operations Center) EOC Incident Manager.

The Incident Manager will provide technical expertise in the design and development of IT operation environments. The selected candidate will develop the strategy of the client/server system and design the architecture to support the strategy. Will research new technology and advise on the purchases for the customer in regard to processing, data storage, data access, and applications development. The Incident Manager will develop strategies for conducting studies to estimate the space, computer hardware, and software and connection infrastructure resources required on a short and long term basis. Will develop models of the computer and computer application environment, identify and resolve computer operations systems performance problems. Will measure system usage by workload type, identify trends and estimate further resource requirements.

The Incident Manager is required to have experience managing incidents in a Network Operations Center or equivalent 24x7x365 operations center supporting the resolution of Major Incidents for an enterprise or Government agency. This position supports evenings and weekend as needed.

Key duties include:

  • Monitor and support Incident management in production, development, and test environments in all data centers used by the client.
  • Provide a central point for coordination of incidents that arise in all environments; establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion.
  • Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community.
  • Define and document metrics to judge efficiency and effectiveness of Incident Management Process; examples include Mean Time to Repair; Mean Time Between Failures; Repeat Incidents.
  • Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database; conduct quarterly reviews of all documents.
  • Report on previous business day’s Enterprise Operations Center call volume and SLAs to be incorporated into the CIO Morning Meeting report slides. Content may change as the Government reporting requirements change over time.
  • Populate Knowledge Management Database with known troubleshooting procedures; develop “lessons learned” on all escalated incidents.
  • Report monthly on outstanding tickets dependent on third party action. Report to include ticket, item awaiting action, third party, duration and if known estimated resolution time.
  • Supports the development of monthly Enterprise Operations Center reporting for SLAs and KPIs.
  • Pro-actively identifies opportunities for process and/or documentation improvement.

Required Experience

  • Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA; BS/BA Degree can be substituted with an additional 4 years of related experience
  • 3 years of strong experience with Fault and Performance monitoring and reporting tools such as: IBM Netcool Omnibus, AppDynamics, HP Operations Manager
  • 3 years of experience with working with incident management tools such as BMC Remedy
  • 3 years engineering experience within a large-scale, complex Manager of Manager (MoM) type
    monitoring environment
  • 3 years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA)
  • 2+ years of proven demonstrated troubleshooting skills; highly skilled in the implementation, integration, testing and support of distributed applications
  • Requires communication skills: experience working with technical and functional resources; experience presenting information to client / senior leadership.
  • Able to apply expertise on multiple complex work assignments; assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks; should be able to operate with appreciable latitude in developing methodology and presenting solutions to problems; and contribute to deliverables and performance metrics where applicable.
  • US Citizenship and eligibility to obtain DHS Public Trust Clearance.
  • Previous work experience with DHS and current DHS Public Trust Clearance is desired.

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sector—from investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nation’s most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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