Tyto Athene is searching for a Problem Support Manager to support a 24x7x365 NOC for a law enforcement customer in Ashburn, VA.
Managing the lifecycle of all network infrastructure problems
Making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors
Performing trend analysis of incidents to prevent future incidents from happening
Problem identification, recording, investigation and diagnosis
Communicating with the CBP Problem Manager and other GSs for all problems
Act as the contract Point of Contact (POC) for all Problem oversight and coordination
Effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process
Ensuring that all problems are properly resolved and closed
Providing recommendations to the CBP Problem Manager for the ongoing improvement of the Problem Management Process
Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA
Bachelor's degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications
A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises
Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers)
Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications
Showcase leadership abilities by managing projects and teams
Be proficient in project management and have knowledge of security and compliance issues