Problem Support Manager

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Problem Support Manager to lead problem management for the Network Operations Center (NOC) Network(s) Management Support Services program.

Responsibilities

• This position will manage the lifecycle of network infrastructure problems, perform proactive and predictive trend analysis, coordinate root-cause investigations, develop workarounds and final solutions, and ensure that problems are properly documented, monitored, resolved, evaluated, and closed in accordance with the Problem Management Process.
• Implement and enforce the Problem Management Process, applicable standard operating procedures, service agreements, and reporting requirements.
• Provide proactive and predictive problem management by reviewing problems, potential problems, incidents, and network trends to identify conditions that could degrade network performance or cause system or site outages.
• Perform trend analysis of incidents 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 investigation and diagnosis of underlying root causes across network data, voice, video, cellular, and other in-scope network technologies.
• Initiate and coordinate appropriate resolution actions, including temporary workarounds for Incident Management and development of final solutions for known errors.
• Work with Incident Management to make approved workarounds available and ensure related incident, problem, and known-error records remain synchronized.
• Continuously monitor outstanding problems and escalate them in accordance with the Problem Management Process and established SOPs.
• Verify that solutions successfully resolve the underlying issue before closing a problem; ensure tickets include 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 opportunities to improve the Problem Management Process.
• Support NOC weekly incident and problem management meetings and provide concise status briefings, action items, and recommendations for process improvement.
• Coordinate with Tier 1, Tier 2, Tier 3, engineering, application management, and other technical support personnel as needed to resolve complex network problems.

Requirements

• Bachelor’s degree in a related field.
• Minimum of ten (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.

Ability to obtain

• Public Trust, Preferred Secret/Top Secret Clearance Certification: 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 (4–6) years of relevant experience.

Preferred

• Experience supporting a federal or other large enterprise network operations center.

Pay

• The salary range for this position is USD $110,800.00/Yr. - USD $185,100.00/Yr.
• Actual compensation will be determined based on several factors permitted by law.

Benefits

• AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

Pay Transparency

• Statement AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners.
• EEO Statement EEO Race/Sex/Disability Status/Veteran Status