We currently have a career opportunity for a Program Manager for Incident Management & NOC Operations to join our team located in Charlotte, NC.
Job Overview:
As a Program Manager of Incident Management & NOC Operations will own the strategy, execution, and continuous improvement of enterprise organization’s crisis response capabilities. This role ensures effective monitoring, swift containment, resolution, and recovery from IT service disruptions and incidents, before they become major incidents thereby minimizing business impact.
This is a high-impact leadership role with a strong focus on production operations, system stability, site reliability engineering (SRE), and observability. The successful candidate will play a key role in enhancing the overall advisor and investor experience for our client by improving platform reliability, resilience, and operational efficiency.
You will collaborate with cross-functional teams and industry-leading talent to manage innovative, high-quality solutions supported by NOC Operations. The role also includes participation in sales initiatives and client pursuits, aligning operational capabilities with broader business needs.
In addition, you will contribute to thought leadership, mentor delivery team members, and support activities across systems analysis, configuration, testing, debugging, and documentation. You will continuously strengthen your consultative and technical expertise through exposure to diverse challenges across multiple industry domains.
This role is expected to provide guidance, leadership, and mentorship across the delivery organization.
Perficient is always looking for the best and brightest talent and we need you! We’re a quickly-growing, global digital consulting leader, and we’re transforming the world’s largest enterprises and biggest brands. You’ll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.
Responsibilities
- Command Center Management: Lead the 24/7 Command Center/NOC operations, ensuring 100% visibility of system health and security events.
- Strategic Leadership: Develop, maintain, and execute the monitoring and incident response strategy, including playbooks, automation, and tooling to shift from reactive to proactive, data-driven operations.
- KPI & Metrics Ownership: Define, monitor, and report on key performance indicators to measure operational efficiency of the Command Center team
- Self Sufficiency: Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy
- Knowledge Base: Maintain the knowledge base for repeat alerts and incidents, Known Error Database (KEDB) and produce trend analysis reports for senior leadership.
- Stakeholder Communication: Act as the primary liaison to senior leadership, providing timely, accurate updates.
- RCA and Incident Reduction: Oversee root cause analysis (RCA) for repeat alerts and incidents. Drive down noise and incident volume
- Major Incident Prevention: Apply techniques and required intervention to prevent major incidents by effectively handling alerts and dashboard anomalies and avoid business impact
- People Leader: Build, lead and empower a high-performing team of incident managers, command center analysts, and technical leads.
- Process Improvement: Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology
- Feedback Loop: Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps
- Training and Development: Mentor and develop other team members, providing training. Stay current with industry best practices and technologies, fostering a culture of continuous learning and professional growth
- 10+ years of progressive experience in enterprise IT operations, including Production Services, NOC/Command Center operations, SRE, or production support environments
- Proven leadership experience managing and evolving incident management and crisis response functions within large-scale, 24x7 enterprise environments
- Demonstrated success leading complex, cross-functional transformation initiatives, including process optimization, observability maturity, and operational resiliency improvements
- Experience in enterprise consulting, professional services, or global systems integrators preferred
- Deep expertise in ITSM frameworks (ITIL), including Incident, Problem, Change, and Event Management
- Strong experience operating and optimizing NOC/Command Centers and SRE-based operating models
- Hands-on experience with observability platforms, monitoring tools, dashboards, and diagnostics to support proactive issue detection and resolution
- Strong understanding of enterprise architecture principles, application ecosystems, and infrastructure dependencies
- Proven ability to analyze incident trends, identify systemic issues, and implement preventative and corrective actions
- Experience leveraging operational analytics, telemetry, to translate data into actionable insights.
- Proven ability to define and implement modern operational models, including incident management frameworks, escalation processes, and service improvement initiatives
- Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building.
- Ability to influence and drive change across the organization.
- Desire to mentor younger team members and develop their skills.
ABOUT THE TEAM
Our Product Development team drives innovation by building digital solutions through a full end-to-end development process. Utilizing modern platforms like Azure, AWS, and Google Cloud Platform, we create customer-focused products, internal workflow tools, and mobile apps that elevate business operations across industries. With a clear focus on results and growth, our team is committed to doubling our global presence while delivering meaningful outcomes for renowned clients. We also embed AI into our solutions to enable smarter features, automate complex workflows, and deliver intuitive, data-driven user experiences.
ADDITIONAL INFORMATION
Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.
Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.
Applications will be accepted until the position is filled or the posting is removed.
The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $ 81,978 to $ 149,880. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position is in our benefits overview.
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About UsPerficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world’s most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com.
Skills Required
- 10+ years of progressive experience in enterprise IT operations, including Production Services, NOC/Command Center operations
- Proven leadership experience managing and evolving incident management and crisis response functions
- Demonstrated success leading complex, cross-functional transformation initiatives
- Strong experience operating and optimizing NOC/Command Centers and SRE-based operating models
- Hands-on experience with observability platforms, monitoring tools, dashboards, and diagnostics
- Proven ability to define and implement modern operational models, including incident management frameworks
Perficient Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Perficient and has not been reviewed or approved by Perficient.
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Retirement Support — Retirement offerings are positioned as robust, including a 401(k) with company match, an Employee Stock Purchase Plan, and an option for after-tax contributions (mega backdoor Roth). Eligibility details are described as clear for core benefits, supporting confidence in plan access timing.
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Parental & Family Support — Parental benefits are described as structured, with paid maternity recovery time and paid parental leave for all new parents. Company-paid disability coverage is also highlighted, strengthening the overall family support posture.
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Fair & Transparent Compensation — Compensation is characterized as generally market-aligned for a portion of roles, with examples of pay being viewed as fair or decent in certain contexts (such as remote or region-specific situations). Variable pay potential appears stronger in some tracks, improving perceived competitiveness for those roles.
Perficient Insights
What We Do
Perficient is a leading global digital consultancy. We imagine, create, engineer, and run digital transformation solutions that help our clients exceed customers’ expectations, outpace competition, and grow their business. With unparalleled strategy, creative, and technology capabilities, we bring big thinking and innovative ideas, along with a practical approach to help the world’s largest enterprises and biggest brands succeed.
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