Problem Support Manager

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., The Problem Support Manager is 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.

• 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
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Education

• Bachelor's Degree in related technical field. or equivalent experience

Certifications preferred include

• ITIL, Level II CCNA or Net+ Router/switching/FW/load balancing proficiency with Four to Six (4-6) years' experience

Clearance

• Background Investigation is required, The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Target salary range: $160,000 - $220,000. The salary range displayed is an estimate and will be determined on several factors regarding the individual's particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees., We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.