Problem Support Manager

TekSynap • Springfield, VA

8h • Onsite

About The Position

We are seeking a Problem Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting. The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.

Requirements

• At least Ten (10) Plus years of experience in network operations
• Router/switching/FW/load balancing proficiency with Four to Six (4-6) years’ experience
• Bachelor’s Degree in related technical field. or equivalent experience
• Background Investigation is required
• U.S. Citizen

Nice To Haves

• ITIL
• Level II CCNA or Net+

Responsibilities

• 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 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 Problem Management process and for ensuring that problems are managed and reported in accordance with the Problem Management process.
• Responsible for ensuring that all problems are properly resolved and closed.
• Responsible for providing recommendations to the Problem Manager for the on-going improvement of Problem Management Process.

Benefits

• health
• dental
• vision
• 401K
• life insurance
• short-term and long-term disability plans
• vacation time and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees