Problem Support Manager

AMERICAN SYSTEMS • Ashburn, VA

3d • $110,800 - $185,100

About The Position

AMERICAN SYSTEMS is seeking an experienced Problem Support Manager to lead problem management for its Network Operations Center (NOC) Network(s) Management Support Services program. The role manages the lifecycle of network infrastructure problems and ensures problems are documented, monitored, resolved, evaluated, and closed in accordance with the Problem Management Process. It also uses proactive and predictive trend analysis, coordinates root-cause investigations, and develops workarounds and final solutions.

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, and to prepare clear reports and brief senior personnel.
• Ability to work within documented processes, escalation procedures, service agreements, ticketing systems, and quality standards.
• Ability to obtain Public Trust.

Nice To Haves

• Experience supporting a federal or other large enterprise network operations center.
• Secret/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 four to six 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 network performance or cause system or site outages.
• Analyze incident and recurring-issue trends 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 investigation and diagnosis of root causes across network data, voice, video, cellular, and other in-scope technologies.
• Coordinate resolution actions, including temporary workarounds for Incident Management and final solutions for known errors.
• Work with Incident Management to make approved workarounds available and keep related incident, problem, and known-error records synchronized.
• Monitor outstanding problems and escalate them in accordance with the Problem Management Process and established SOPs.
• Verify solutions resolve underlying issues before closing problems and ensure tickets contain complete historical descriptions 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-improvement opportunities.
• Support NOC weekly incident and problem management meetings and provide 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