Problem Manager

Peraton • Fort Huachuca, AZ

1d

About The Position

The Problem Manager proactively identifies, analyzes, and resolves the underlying causes of incidents and service disruptions within the GCC enterprise environment. The role supports long-term IT service stability by leading root cause analysis, reducing recurring incidents, and promoting continuous improvement across service operations. The position coordinates the Problem Management process across the GCC enterprise and works with incident managers, service owners, engineering teams, and other stakeholders to assess risks, prioritize problems, and implement preventive measures. It also maintains accurate problem records and known errors, supports governance reviews, monitors performance metrics, and ensures alignment with ITIL, GCC policies, and Army enterprise service frameworks.

Requirements

• Active DoD Secret clearance.
• 10 years of experience.
• Strong understanding of ITIL v4, especially Problem, Incident, and Change Management processes.
• Experience in enterprise IT operations, preferably in a DoD or government environment.
• Demonstrated capability conducting root cause analyses and analyzing complex technical problems.
• Excellent communication, facilitation, and coordination abilities.
• Ability to translate technical findings into clear, actionable recommendations.

Nice To Haves

• ITIL v4 Foundation or higher certification.
• Experience with Army or GCC-specific service delivery frameworks.
• Familiarity with enterprise service management tools such as ServiceNow, Remedy, or GCC equivalents.
• Background in network operations, infrastructure, cybersecurity, or systems engineering.

Responsibilities

• Lead and coordinate the Problem Management process across the GCC enterprise.
• Identify problems proactively and reactively by analyzing incident trends and patterns.
• Oversee root cause analysis activities and ensure findings and corrective actions are thoroughly documented.
• Maintain the Problem Management Database and ensure problems and known errors are accurately recorded.
• Collaborate with Incident Managers, Service Owners, engineering teams, and other stakeholders to evaluate risks, prioritize problems, and implement preventive measures.
• Develop and track Problem Records, Known Errors, and Workarounds to support faster incident resolution.
• Facilitate Problem Review Boards or similar governance meetings, presenting updates, trends, and KPIs.
• Monitor and report Problem Management performance metrics, including mean time between failures, recurring incidents, and root cause resolution timelines.
• Ensure Problem Management processes align with ITIL, GCC policies, and Army enterprise service frameworks.
• Recommend continuous improvement initiatives to enhance service reliability and operational resilience.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Health savings account
• Short- and long-term disability
• Employee assistance program
• Parental leave
• 401(k)
• Paid time off for vacation
• Company-paid holidays
• Potential overtime, shift differential, and discretionary bonus eligibility, depending on the position

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed