Senior Technical Enterprise Incident Manager

Peraton is seeking a highly motivated and technically skilled Technical Enterprise Incident Manager with strong Cloud Platform and application experience to lead enterprise incident response, service restoration efforts, and operational reliability initiatives. This individual will serve as the central point of coordination during major incidents, ensuring rapid resolution, clear communication, and continuous service improvement across enterprise infrastructure and applications. 

The ideal candidate possesses a strong operational background, excellent communication skills, and hands-on technical expertise in infrastructure, cloud technologies, monitoring, automation, and IT service management processes. This role requires the ability to drive incident response while also identifying systemic reliability improvements.

Location: Remote
Shift Schedule: 8am – 5pm Eastern Standard Time (EST). This position will also participate in 24x7 on-call rotations for incident management.

What You Will Do

Enterprise Incident Management

• Lead and coordinate Incident bridge calls involving infrastructure, application, network, cloud, security, and vendor teams.
• Drive rapid service restoration while maintaining accurate timelines, communications, and executive updates.
• Ensure incidents are prioritized appropriately based on business impact and operational risk.
• Manage escalation procedures and engage leadership when required.
• Monitor SLA compliance and ensure incident response metrics are consistently achieved.
• Facilitate Post-Incident Reviews (PIRs) and ensure high‑quality Root Cause Analysis (RCA) documentation and follow‑through on corrective actions.
• Drive automation of incident detection, triage, and response workflows to reduce operational toil and improve resolution times.
• Maintain structured communication frameworks during major incidents, including timely stakeholder notifications, ongoing updates, and final incident summaries.
• Validate runbooks, service dependency maps, and technical documentation to ensure accuracy and usability during incidents.
• Utilize additional observability tools such as log aggregation and APM to enhance troubleshooting and incident analysis.

Cloud Platform DevSecOps Engineering

• Work with application teams to facilitate issues and implement root cause remediations.
• Develop and enhance monitoring, alerting, and dashboarding capabilities.
• Analyze trends, KPIs, and operational metrics to proactively identify reliability risks.
• Support implementation of resiliency strategies including redundancy, failover, capacity planning, and performance optimization.
• Utilize Datadog for monitoring, alert correlation, dashboards, incident investigation, and performance analysis.
• Participate in after-hours on-call incident management rotation as required.

Operational Excellence

• Develop and maintain incident management procedures, runbooks, and knowledge articles.
• Ensure accurate ticket documentation within ServiceNow.
• Drive continual service improvement initiatives aligned with ITIL and SRE best practices.
• Collaborate with cross functional teams to improve communication, escalation paths, and operational workflows.
• Support audit, compliance, and operational reporting requirements. 

Basic Qualifications:

• Must be a U.S. citizen with the ability to obtain and maintain the required Public Trust level clearance
• Bachelor’s Degree and 5 years of experience, or a High School diploma or equivalent and 9 years of experience
• 5+ years of experience in Cloud Incident Management, Operations Engineering, NOC, SRE, Application or Production Support environments.
• Experience leading enterprise Major Incident response efforts in a 24x7 operational environment.
• Strong understanding of ITIL Incident and Problem Management processes.
• 3+ years of experience working with AWS cloud services
• Experience with monitoring and observability platforms such as Datadog, Cloudcraft, or similar
• Experience using ServiceNow or similar ITSM platforms.
• Strong analytical, troubleshooting, and organizational skills.
• Excellent written and verbal communication skills with ability to facility meetings as well as brief technical teams and executive leadership.

Preferred Qualifications:

• Experience in a Site Reliability Engineering (SRE) or Cloud Platform DevOps environment.
• Experience supporting federal, healthcare, financial, or other highly regulated environments.
• Hands-on experience with infrastructure technologies including:
• Windows/Linux Servers
• Networking concepts
• Cloud platforms (AWS, Azure, or GCP)
• Load balancers, proxies, DNS, and firewalls

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 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. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.