Problem Manager

Data Intelligence Technologies, a subsidiary of Axiologic Solutions is looking for a Problem Managerto join our team. Our team members are exceptional people who care deeply about their work, their clients, and their mission by listening and delivering. Come help us to make an impact on our client’s toughest mission challenges.

*Commitment to employees *Meaningful work *Career advancement *Collaborative spirit *Work-life balance *Diverse workforce *Veteran proud

We have a generous compensation package to include but is not limited to, competitive medical/dental/401(k) plans, an electronic stipend, and an opportunity for profit sharing!

Description:

The Problem Manager is a key role within a company’s IT Service Management (ITSM) organization. Their primary task is to prevent incidents from happening as well as minimizing the impact of incidents that can’t be prevented. The Problem Manager identifies, prioritizes and assigns responsibility for problems and then manages them through the entire process to solution. A key part of the role is creating and managing a knowledge base to maintain the information about known errors and workarounds for the service desk and self-service portals to use.

This includes accountability for setting policies and providing leadership and direction for the development, design and integration of the process as it applies to other applicable frameworks and related ITSM processes being used and / or adopted in the organization.

• Must have foundational knowledge and experience applying network routing protocols
• Familiar (doesn’t need to be a SME) with Layer 3 protocols such as OSPF, BGP, VRRP, HSRP, MPLS, LSP, GRE
• Extensive LAN/WAN background and experience to understand systems and network architecture configurations.
• Must have experience in incident management and incident response in an enterprise network.
• Knowledge of Cisco IOS, Juniper JUNOS, Brocade and Foundry OS
• Have the ability to provide data analysis and statistics to program leadership to properly leverage support teams for process improvements
• Understands the services that are delivered to the customers
• Provide management information and use it proactively to prevent the occurrence of incidents and problems in the production environment
• Escalates the analysis and resolution of cross-functional problems to Unit and IT Enterprise levels
• Conducts ‘post mortem’ or Post-Implementation Reviews (PIR) for continuous improvement
• Develops and improves Problem Control and Error Control procedures
• Responsible for identifying opportunities for improvement and audits the use of the process on an operational level
• Serve as a support representative for cross organizational initiatives.
• Ensure root cause analysis is performed and permanent solutions are implemented.

Requirements:

Candidate must have 10 years of experience that can be a combination of work history and education. Education: BS in Computer Science, Network Engineering, Systems Engineering or related technical discipline and 8+ years’ experience. Additional experience in lieu of degree

• TS/SCI wity poly
• CCNA or JNCIA equivalent certification – (Preferred)
• Strong analytical and problem-solving skills
• 3 years of experience using an industry recognized, ITIL based Problem/Incident/Change ticketing system – (Preferred)
• 3 years of work experience within IT Service Management areas