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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Problem Manager - **Company:** AMS TECH, LTD. - **Location:** San Antonio, TX, United States - **Contract:** Permanent contract - **Skills:** Configuration Management Databases, Configuration Management, Cyber Security, Software Engineering, Computer Network Operations, SC Clearance, Information Technology, Cyber Warfare, Servicenow - **Published:** July 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4a532164c4ab48ec ## About the Role * Current active Secret clearance with the ability to obtain a TS/SCI clearance. * Must meet the applicable DoD 8140 Intermediate Work Role 802 - IT Project Manager certification requirements in accordance with the DoD 8140 Qualification Matrix. * ITIL 4 Foundation, ITIL 4 Managing Professional, or another recognized IT Service Management certification is preferred or may be required based on program needs., * Must be a U.S. Citizen. * Bachelor's degree in Information Technology, Cybersecurity, Computer Science, Engineering, or a related field with at least 5 years of relevant experience. An equivalent combination of education, training, and experience may be considered. * Experience supporting Problem Management, Incident Management, or Service Management processes in an enterprise IT environment. * Experience conducting Root Cause Analysis using structured methods to identify and resolve recurring or systemic issues. * Ability to analyze operational metrics, incident trends, and system performance data to identify service improvement opportunities. * Experience using enterprise IT Service Management platforms, such as ServiceNow, to manage Problem Records, Known Errors, corrective actions, and reporting. * Ability to coordinate across technical teams, including infrastructure, networking, cybersecurity, systems administration, and software engineering. * Working knowledge of enterprise infrastructure, mission systems, networking, and cybersecurity operations. * Experience coordinating corrective actions through Configuration Management and Change Management processes. * Strong analytical, organizational, written, and verbal communication skills. * Ability to communicate technical findings clearly to program leadership and government stakeholders. * Ability to manage multiple priorities in a fast-paced, mission-critical operational environment., * Experience supporting Air Force or Department of Defense cyber defense programs. * Experience leading enterprise Problem Management or Continual Service Improvement initiatives. * Experience supporting 24x7 Network Operations Centers, Security Operations Centers, or mission support organizations. * Familiarity with cyber defense architectures, mission systems, and centralized monitoring platforms. * Experience using ServiceNow Performance Analytics, dashboards, and reporting capabilities. * Knowledge of Configuration Management Database concepts and Configuration Management practices. * Experience developing Key Performance Indicators, Service Level Agreements, and operational performance metrics. ## Description The Problem Manager will play an important role in improving the reliability, availability, and performance of mission-critical cyber defense systems. This role is focused on identifying recurring issues, analyzing trends, determining root causes, and coordinating long-term corrective actions that reduce operational disruptions. The ideal candidate is a strong communicator and problem solver who can work across operations, engineering, cybersecurity, configuration management, vendors, and government stakeholders. This position is not focused on day-to-day incident response, but rather on identifying systemic issues, driving permanent fixes, and supporting continuous service improvement across the mission environment. On-Site Requirement: This position requires on-site support at Joint Base San Antonio., The Problem Manager will be responsible for leading and supporting the full Problem Management lifecycle for mission-critical cyber defense systems. Responsibilities include: * Lead the Problem Management process in accordance with established operational procedures and IT Service Management best practices. * Review recurring incidents, system degradations, and operational trends to identify underlying root causes impacting mission system performance. * Coordinate Root Cause Analysis activities with engineering teams, system administrators, software developers, cybersecurity personnel, and external vendors. * Develop, document, and maintain Problem Records, Known Error Records, and corrective action plans within the enterprise service management platform, such as ServiceNow. * Track corrective and preventive actions to ensure recurring issues are permanently resolved. * Facilitate Problem Review Boards and technical working groups to prioritize and resolve systemic issues. * Analyze incident trends, operational metrics, and system performance data to identify opportunities for improved reliability and service delivery. * Coordinate with Change Management and Configuration Management teams to ensure corrective actions are implemented through approved governance processes. * Develop and maintain dashboards, trend reports, and leadership briefings to communicate problem status, operational risks, and service health. * Identify operational risks related to recurring system failures and recommend mitigation strategies to improve mission readiness. * Support the development and refinement of operational procedures, knowledge articles, and lessons learned documentation. * Provide regular updates, recommendations, and status briefings to program leadership and government stakeholders. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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