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.

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

Responsibilities

• 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.

Qualifications

• 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.

Preferred Qualifications:

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

Security Clearance:

• 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.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. 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. 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.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status