> Markdown version of [/jobs/ext/221512-incident-support-manager](https://www.wearedevelopers.com/jobs/ext/221512-incident-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # INCIDENT SUPPORT MANAGER - **Company:** Peraton Inc - **Location:** Ashburn, VA, United States - **Salary:** $135,000.0 - $216,000.0 - **Contract:** Permanent contract - **Skills:** Information Technology Operations, Routing, Load Balancing, Computer Network Operations, Firewalls (Computer Science) - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fa8cf3980793690c ## About the Role * Bachelor's degree and 12 years of experience or a Master's degree and 10 years of experience or a High School Diploma/equivalent and 16 years of experience. * Must be a U.S. Citizen with the ability to obtain/mantain a DHS CBP Public Trust. * Experience in IT operations, incident management, or network operations environments * Must have an ITIL certification or possess one of the following: CCNP, CCDP, or CCIE. * Experience as a subject matter expert in routing and switching, firewalls, and load balancing * Proven experience managing incidents in a 24x7 operations or Network Operations Center environment * Strong understanding of incident management processes and best practices * Excellent communication and coordination skills across technical and non-technical teams Preferred Qualifications: * DHS CBP clearance * Experience supporting federal government customers, preferably within DHS or CBP environments * Experience working in large-scale, mission-critical infrastructure environments * Familiarity with IT service management tools and monitoring platforms * Experience driving process improvements within IT operations ## Description Peraton is seeking an experienced Incident Support Manager to lead incident management for the Network Operations Center (NOC) supporting the Department of Homeland Security's Customs and Border Protection program. This role is responsible for ensuring the timely restoration of services, coordinating cross-functional teams, and maintaining adherence to established incident management processes. The ideal candidate will bring strong leadership, technical expertise, and experience supporting mission-critical environments, preferably within a government setting. Location: This position is on-site and you must have the ability to work in Ashburn, VA, Springfield, VA or Orlando, FL. DAY TO DAY ROLES AND RESPONSIBILITIES: Incident Coordination * Lead and manage incident response activities across operational teams * Coordinate resolution efforts between Tier 1, Tier 2, and engineering teams Major Incident Management * Serve as the primary contractor point of contact for major incidents * Communicate directly with the Government Incident Manager and stakeholders Incident Process Ownership * Ensure adherence to established incident management processes, including identification, escalation, resolution, and closure * Maintain accountability for proper incident handling and lifecycle management Incident Escalation * Act as the first point of escalation for operational incidents * Ensure timely escalation and engagement of appropriate technical resources Incident Reporting and Documentation * Ensure all incidents are properly documented and tracked * Maintain accurate and up-to-date incident records and status updates Operational Coordination * Coordinate response activities across multiple teams and stakeholders * Facilitate communication to ensure alignment and rapid issue resolution Process Improvement * Identify gaps in incident response processes and recommend improvements * Support continuous improvement initiatives to enhance operational efficiency Accountability * Maintain responsibility for the timely restoration of services during incidents * Ensure service levels and operational objectives are consistently met ## Related Videos - [gRPC Load Balancing Deep Dive](https://www.wearedevelopers.com/videos/1576-grpc-load-balancing-deep-dive) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How to Build for Decentralized Systems](https://www.wearedevelopers.com/videos/931-how-to-build-for-decentralized-systems) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Demystifying application networking in the cloud](https://www.wearedevelopers.com/videos/675-demystifying-application-networking-in-the-cloud) - [Cloud Run- the rise of serverless and containerization](https://www.wearedevelopers.com/videos/106-cloud-run-the-rise-of-serverless-and-containerization) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Should Tech Managers Be Developers First? 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