Cyber Defense Problem Manager – Root Cause & Improvement

AMS Technologies, LLC; San Antonio (TX); On-site; USD 105,000 - 145,000; Full time

Job summary

AMS Technologies, LLC is seeking a Problem Manager to support the U.S. Air Force Defensive Cyber Systems PMO at Joint Base San Antonio.

The role leads the Problem Management process, identifies recurring issues, analyzes trends, and coordinates long-term corrective actions to improve reliability and reduce disruptions in mission-critical cyber defense systems. The ideal candidate will work across operations, engineering, cybersecurity, configuration management, vendors, and government

Qualifications

• Must be a U.S. Citizen.
• Bachelor’s degree with at least 5 years of relevant experience. An equivalent combination may be considered.
• Experience supporting Problem Management, Incident Management, or Service Management processes.
• Experience conducting Root Cause Analysis to identify and resolve recurring or systemic issues.
• Ability to analyze operational metrics, incident trends, and system performance data.
• Experience using an IT Service Management platform, such as ServiceNow.
• Ability to coordinate across infrastructure, networking, cybersecurity, systems administration, and software engineering.
• Strong written and verbal communication skills; ability to present to leadership and government stakeholders.

Responsibilities

• Lead the Problem Management process in accordance with ITSM procedures.
• Review recurring incidents and operational trends to identify underlying root causes.
• Coordinate Root Cause Analysis with engineering, cybersecurity, and external vendors.
• Develop and maintain Problem Records and corrective action plans in the enterprise platform.
• Track corrective actions to ensure recurring issues are permanently resolved.
• Facilitate Problem Review Boards and working groups to resolve systemic issues.
• Analyze incident trends and metrics to improve reliability and service delivery.
• Coordinate with Change and Configuration Management to implement actions through governance.
• Develop dashboards and leadership briefings to communicate status and risk.
• Identify operational risks and recommend mitigation to improve mission readiness.
• Assist in developing procedures, knowledge articles, and lessons learned.

Skills

Problem Management

Root Cause Analysis

Incident Management

Service Management

Cross-functional Collaboration

Communication Skills

Education

Bachelor's degree in Information Technology, Cybersecurity, Computer Science, Engineering, or related field

Tools

ServiceNow

Job description

AMS Technologies, LLC is seeking a Problem Manager to support the U.S. Air Force Defensive Cyber Systems PMO at Joint Base San Antonio.

The role leads the Problem Management process, identifies recurring issues, analyzes trends, and coordinates long-term corrective actions to improve reliability and reduce disruptions in mission-critical cyber defense systems. The ideal candidate will work across operations, engineering, cybersecurity, configuration management, vendors, and government