Problem Support Manager

American Systems • Ashburn, VA

2d

About The Position

AMERICAN SYSTEMS, an employee-owned federal government contractor, is seeking an experienced Problem Support Manager for its Network Operations Center (NOC) Network(s) Management Support Services program. The manager will lead problem management for network infrastructure, overseeing the problem lifecycle and ensuring problems are documented, monitored, resolved, evaluated, and closed in accordance with the Problem Management Process.

The role includes proactive and predictive trend analysis, coordination of root-cause investigations, development of workarounds and final solutions, and collaboration across technical support teams. The manager will work with the government Problem Manager and other stakeholders to review problems, identify lessons learned, improve processes, and brief on status and recommendations.

Requirements

• Bachelor's degree in a related field.
• At least 10 years of experience in network operations.
• Demonstrated experience managing problem records, root-cause analysis, known errors, workarounds, corrective actions, and service-improvement activities in an enterprise network operations environment.
• Experience with ITIL-based Incident, Problem, Event, Change, Configuration, and Knowledge Management processes.
• Experience with ServiceNow or comparable IT service-management and ticketing platforms.
• Experience using network performance-management, monitoring, event-correlation, and reporting tools to identify trends and predict service degradation.
• Experience developing root-cause analyses, known-error records, corrective-action plans, knowledge articles, and operational dashboards.
• Experience supporting network data, voice, video, cellular, load-balancing, firewall, and related infrastructure technologies.
• Ability to communicate effectively with Government Problem Managers, technical teams, operations personnel, and other stakeholders; prepare clear reports and brief senior personnel.
• Ability to work within documented processes, escalation procedures, service agreements, ticketing systems, and quality standards.

Nice To Haves

• Experience supporting a federal or other large enterprise network operations center.
• Ability to obtain Public Trust; Secret or Top Secret clearance preferred.
• ITIL certification.
• CCNA or Network+ certification, or equivalent Level 2 capability with demonstrated proficiency in routing, switching, firewalls, and load balancing and 4–6 years of relevant experience.

Responsibilities

• Implement and enforce the Problem Management Process, applicable standard operating procedures, service agreements, and reporting requirements.
• Review problems, potential problems, incidents, and network trends to identify conditions that could degrade performance or cause system or site outages.
• Analyze incident trends and recurring issues to prevent future incidents, reduce repeat failures, and improve network reliability.
• Record, categorize, prioritize, and maintain accurate problem records in accordance with processes and ticketing requirements.
• Lead or coordinate root-cause investigation and diagnosis across network data, voice, video, cellular, and other in-scope technologies.
• Initiate and coordinate resolution actions, including temporary workarounds for Incident Management and final solutions for known errors.
• Coordinate with Incident Management to make approved workarounds available and keep incident, problem, and known-error records synchronized.
• Monitor outstanding problems and escalate them in accordance with the Problem Management Process and established procedures.
• Verify that solutions resolve underlying issues before closing problems, and ensure tickets contain complete histories of the problem, investigation, workaround, and resolution.
• Conduct regular problem reviews and evaluations with the government Problem Manager to identify trends, lessons learned, and process improvements.
• Support weekly NOC incident and problem management meetings by providing status briefings, action items, and process-improvement recommendations.
• Coordinate with Tier 1, Tier 2, Tier 3, engineering, application management, and other technical support personnel to resolve complex network problems.

Benefits

• Healthcare benefits
• Paid leave
• Retirement plans
• Insurance programs
• Education and training assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager