Major Incident Manager

Job description

Responsibilities Peraton is seeking a Major Incident Manager. The Major Incident Manager plays a central role in maintaining the stability and reliability of enterprise technology services. This position is responsible for coordinating the response to critical incidents, ensuring timely restoration of services, and contributing to the continuous improvement of incident management processes. The ideal candidate brings strong communication skills, organizational excellence, and hands-on experience in service desk operations and management. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the pu...