Problem Support Manager

Ashburn Consulting • Alexandria, VA

29d

About The Position

Problem Support Manager Responsible for managing the lifecycle of all network infrastructure problems. Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors. Responsible for performing trend analysis of incidents to prevent future incidents from happening. Responsible for problem identification, recording, investigation and diagnosis. Responsible for communicating with the Clients Problem Manager and other GSs for all problems. Will act at the contract Point of Contract (POC) for all Problem oversight and coordination. Responsible for the effective implementation of the Clients Problem Management process and for ensuring that problems are managed and reported in accordance with the Clients Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the Clients Problem Manager for the on-going improvement of the Problem Management Process.

Requirements

• Candidates MUST be eligible for a federal security clearance.
• Candidates MUST 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.

Responsibilities

• managing the lifecycle of all network infrastructure problems
• making temporary solutions (workarounds) available to incident management
• 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 Clients Problem Manager and other GSs for all problems
• act at the contract Point of Contract (POC) for all Problem oversight and coordination
• effective implementation of the Clients Problem Management process
• ensuring that problems are managed and reported in accordance with the Clients Problem Management process
• ensuring that all problems are properly resolved and closed
• providing recommendations to the Clients Problem Manager for the on-going improvement of the Problem Management Process

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees