Leveraging ITSM tools such as ServiceNow, Splunk, dashboards, and ITIL aligned processes, the GNOC Supervisor ensures that incident response, escalation, documentation, and operational reporting meet enterprise requirements and support rapid service restoration.
Responsibilities
Deliver effective daily leadership and supervision across GNOC operational functions, encompassing Major Incident Management (MIM), Problem Management, Enterprise Monitoring, and Communications Cell support.
Ensure GNOC communications, escalations, and reports provide clear support for senior leaders and enterprise decision-makers.
Lead coordinated response efforts for major service interruptions, unifying operational silos and ensuring consistent tracking, documentation, and enterprise‑wide visibility.
Serve as a primary operational liaison to GNOC and GNOB leadership, providing subject‑matter expertise across ITSM practices, operational readiness, and service disruption management.
Oversee the execution of enterprise notification processes, executive dashboards, MI/Outage analytics, and daily operational briefings to maintain situational awareness across DHA operations.
Collaborate with GSC, NSOC, Major Incident Management, Problem Management, Enterprise Monitoring, and external partners to drive alignment and strengthen enterprise response capabilities.
Coordinate operational support for DHA deployment initiatives (e.g., MHS GENESIS Go‑Lives, O365 deployments), ensuring GNOC readiness and integration with field activities.
Ensure GNOC teams properly document troubleshooting actions, root cause findings, downtime notifications, and MI/Problem Records within ServiceNow.
Lead continual service improvement activities, leveraging trend analysis, operational performance metrics, and enterprise feedback to enhance GNOC processes.
Manage contract deliverables, team performance, operational schedules, training, evaluations, and personnel administration in support of GNOC mission requirements.
Provide executive‑level briefings, summaries, situational reports, and leadership updates during major service interruptions and enterprise operational events.
Support enterprise partners including VA, USCG, DISA, DHMS, and IOWG through clear communication, cross‑agency coordination, and unified operational reporting.
Qualifications
Required Qualifications
6 years’ experience, may have experience as Lead, Supervisor or Manager.
Proven experience leading IT service delivery support teams, developing various data analytics and operational performance reports.
Able to obtain ADP II Public Trust
Must be US Citizen
ITIL4 Foundations Certified required.
Proven experience with ServiceNow mandatory or other ITSM ticketing systems
Must be able to work in a fast paced & stressful environment.
Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
Familiar with IT and Service Desk support methodology alignment with Industry Standards.
Ability to deliver executive presentations, executive summaries and after action reports.
Excellent interpersonal skills, written skills and the ability to interface with internal and external customers, vendors and management.
Knowledge of and ability to apply ITIL4 practices.
Experience with ITSM solutions
Proven problem coordination and previous knowledge conducting root cause analysis with effective root cause determination skills
Preferred
Bachelors degree with 6 years experience.
PMP preferred
Target Salary Range $80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
- EEO
- EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
