Posted 6 months ago

Problem Support Manager

Ashburn, VAOn-siteFull-time

AI Summary

Leads the problem management function, performing root cause analysis for recurring incidents and driving corrective actions to improve network availability for CBP’s NOC contract.

About this role

CWS seeks a Problem Support Manager to lead the problem management function for the U.S.

Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract.

The Problem Support Manager leads the Problem Management function, ensuring identification and elimination of root causes impacting network availability.

Duties & Responsibilities

Conduct root cause analysis (RCA) for recurring incidents.

Maintain and manage problem records in ServiceNow.

Identify corrective and preventive actions.

Provide trend analysis reports to CBP stakeholders.

Coordinate problem review boards and follow-up activities.

Required Qualifications

6+ years of experience in problem or network support management.

Bachelor’s in IT, Engineering, or related field.

ITIL v3 and CCNA certification.

Preferred Qualifications

CCNP or CompTIA Network+ certification.

Experience with Federal ITIL processes.

Place of Performance

Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).

Clearance

Must have favorably passed a full five (5) year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.

Skills

CBP/Federal ITIL ProcessesCCNAIncident ManagementITIL V3Network TroubleshootingProblem ManagementProblem Management RecordsReview Board FacilitationRoot-cause AnalysisServiceNowTrend Analysis

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