Incident Management Supervisor

Position Overview

The Incident Manager is responsible for the end to end leadership of the Incident Management function, overseeing a team of technicians who manage incidents, escalations, communications, and trend analysis for the enterprise. This role ensures timely service restoration, drives process maturity, and provides strategic oversight based on ITIL best practices. The ideal candidate has more than ten years of experience managing technical teams in complex IT environments and brings a proven ability to deliver operational excellence.

Key Responsibilities

Team Leadership & Operational Oversight
• Lead, coach, and develop a team of Incident Management technicians responsible for day to day incident handling.
• Ensure team members follow established processes for triage, escalation, communication, and documentation.
• Set performance expectations, conduct regular reviews, and support staff development and training needs.
• Oversee staffing, scheduling, and workload management to maintain consistent operational coverage.

Major Incident Command & Escalation Management

• Direct and coordinate the response to highpriority and major incidents, ensuring swift service restoration.
• Mobilize and guide crossfunctional technical teams throughout the lifecycle of critical incidents.
• Serve as the primary authority for incident escalation decisions, communication strategy, and stakeholder updates.
• Validate that all actions, timelines, and decision points related to major incidents are captured accurately for follow-up.

Incident Quality, Documentation & Reporting

• Ensure thorough and accurate incident records across the team, meeting compliance, audit, and governance requirements.
  Oversee trend analysis efforts, identifying recurring issues and systemic problems based on incident data.
• Lead or coordinate postincident reviews, ensuring effective rootcause analysis and corrective action planning.
• Produce and present recurring reports on incident volume, SLAs, team performance, and major incident metrics.

Process Governance & Continuous Improvement

• Own and mature the Incident Management process in alignment with ITIL v4 practices.
• Partner with Service Desk, Problem Management, Change Management, and technical support teams to drive workflow improvements.
• Identify and implement enhancements to tools, communication standards, and escalation pathways.
• Evaluate and refine SLAs, KPIs, and operational procedures to improve service reliability and reduce incident frequency.

Required Qualifications

• 6+ years of experience
• Strong background with ITIL frameworks and IT service management best practices.
• Demonstrated ability to lead major incident response efforts and coordinate multidisciplinary technical resources.
• Excellent communication skills with the ability to bridge technical and nontechnical audiences.
• Strong organizational skills and the ability to perform in high-pressure, time-sensitive situations.
• Ability to obtain and maintain a DOE security clearance.

Preferred Qualifications

• Experience with enterprise ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Familiarity with root cause analysis methodologies and incident trend analysis.
• Experience transforming or maturing incident management processes in large, complex IT organizations.
• Bachelor's Degree preferred

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.