Problem Manager - TS/SCI w/Poly
About The Position
GDIT Problem Managers are responsible for the root cause analysis process for outages related to GDIT provided IT. This includes desktop, server, network, telephony and cloud based services. In the circumstances where a service outage has occurred and been resolved, it is their role to determine the cause of the outage. This is accomplished via coordinating with multiple teams to include meetings with the engineers and GDIT leadership. That coordination combined with an intricate knowledge of the entire technology infrastructure allows for an extremely high success rate. This role requires high level, decision making, while supporting a high profile large Government client. Once service is restored, root cause analysis is completed, to ensure similar outages do not re-occur. The role also requires a proactive approach as well, via actively seeking out problem candidates in order to investigate and avoid future outages before they occur. In addition to the above Problem Manager responsibilities, the Problem Manager will also cross train in Availability Management as well as Change Management. Cross training in these roles will allow the Problem Manager to be more well rounded and have a better understanding of the significant major contributors to outages.
Requirements
- Bachelor of Arts/Bachelor of Science
- 5+ years of related experience
- TS/SCI w/Poly clearance level
- US citizenship required
- Action Planning
- Change Management
- Problem Management
- Problem Resolution
- Root Cause Analysis (RCA)
Nice To Haves
- Cross train in Availability Management
- Cross train in Change Management
Responsibilities
- Lead the problem management process, ensuring adherence to established frameworks and best practices
- Drive the investigation and resolution of underlying problems causing incidents
- Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts
- Ensure timely identification and resolution of root causes and contributing factors
- Develop and implement action plans to address identified problems and prevent recurrence
- Monitor the effectiveness of preventive measures and adjust strategies as needed
- Analyze incident and problem data to identify trends and potential systemic issues
- Create detailed reports and documentation for stakeholders, highlighting key findings, actions, and performance metrics
- Work closely with Operations and Service Delivery teams and follow up to bridge in gaps in identification of the root cause of problems
- Work closely with IT Operations and Service Delivery teams to ensure seamless problem resolution
- Serve as a liaison between technical teams and stakeholders to provide updates and gather feedback
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Variety of medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
