IT Problem Manager

As an IT Problem Manager, you will play a crucial role in enhancing the stability and performance of our IT infrastructure by identifying, analyzing, and effectively resolving problems to prevent recurrence of incidents. You will oversee the entire lifecycle of problems, guiding them from detection through to resolution while ensuring that root causes are identified, documented, and addressed with permanent fixes. This position requires close collaboration with incident management, change management, and other IT teams to prioritize issues based on their impact and urgency.

Key Responsibilities

Oversee the lifecycle of all problems from initial detection to resolution.

Conduct comprehensive root cause analysis (RCA) for IT infrastructure issues.

Develop and implement effective corrective actions to prevent future occurrences.

Prioritize problems based on their overall impact and urgency.

Collaborate with incident management teams to ensure seamless integration.

Identify and implement process improvements to enhance system stability.

Maintain detailed records and documentation of all problem-related activities.

Generate insightful reports and metrics on problem management efforts.

Required Qualifications

Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent experience).

Minimum of 4 years experience in problem management or incident management.

Strong understanding of ITIL frameworks and best practices.

Proficient in using problem and incident management tools and systems.

Exceptional root cause analysis skills.

Excellent communication and interpersonal abilities.

Ability to manage multiple issues concurrently.

Experience in federal IT environments is an advantage.

Job Specific Skills

Root Cause Analysis and Problem Solving.

ITIL Framework Proficiency.

Incident Management Integration Skills.

Comprehensive Problem Lifecycle Management.

Technical Infrastructure Knowledge.

Preferred Skills

ITIL Foundation or Certified Problem Manager certification.

Familiarity with CASTLE-NET IT environment.

Experience with ServiceNow or similar ticketing systems.

Background in federal contracting.

Experience with Change Management processes.

Compensation Ranges

Compensation ranges for positions vary depending on multiple factors, including location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance, and years of experience. The compensation for this role serves as a general guideline and is unique to each position. Monetary compensation is one component of our comprehensive benefits package.

EEO Requirements

Our company maintains a commitment to equal employment opportunities, ensuring that all personnel decisions are made without regard to race, color, religion, sex, disability, age, sexual orientation, or national origin.

Physical Requirements

The physical requirements for this role are representative of those necessary for successful performance. Reasonable accommodations may be offered to enable individuals with qualifying disabilities to perform the essential functions of this job.

Disclaimer

This job description is intended to convey the general nature and level of work required of employees in this classification. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications associated with this role.

$94,100 - 132,500