NOC Problem Management Lead (ITIL, Networking)

AMERICAN SYSTEMS; Ashburn (VA); On-site; USD 111,000 - 185,000; Full time

Job summary

AMERICAN SYSTEMS is seeking an experienced Problem Support Manager to lead problem management for the NOC Network Management Services program. Responsible for lifecycle management, root-cause investigations, workarounds, and final solutions, in coordination with Tiered support and government stakeholders.

The role requires ITIL-based experience, ServiceNow proficiency, and strong communication skills to brief senior personnel on trends and actions. Security clearances may be required.

Qualifications

• Bachelor’s degree in a related field is required.
• 10+ years of experience in network operations and problem management.
• Experience with ITIL-based processes and IT service-management platforms.

Responsibilities

• Lead problem management lifecycle for NOC Network Management Services.
• Perform root-cause analysis, develop workarounds and final solutions.
• Coordinate cross-team investigations and track progress through closure.
• Prepare reports and brief senior government personnel on trends and actions.

Skills

Network operations

ITIL processes

Communication

Problem management

Education

Bachelor’s degree

Tools

ServiceNow

CCNA/Networking

Monitoring tools

Job description

AMERICAN SYSTEMS is seeking an experienced Problem Support Manager to lead problem management for the NOC Network Management Services program. Responsible for lifecycle management, root-cause investigations, workarounds, and final solutions, in coordination with Tiered support and government stakeholders.

The role requires ITIL-based experience, ServiceNow proficiency, and strong communication skills to brief senior personnel on trends and actions. Security clearances may be required.