NOC Problem Management Lead – RCA & Prevention

Cwsc; Ashburn (VA); On-site; USD 95,000 - 140,000; Full time

Job summary

Computer World Services seeks a Problem Support Manager to lead the problem management function for CBP’s Network Operations Center. The role focuses on identifying and eliminating root causes that impact network availability.

The candidate will conduct RCAs, maintain problem records in ServiceNow, and coordinate reviews, with travel to CBP facilities as needed and a background check requirement.

Qualifications

• 6+ years in problem or network support management.
• Bachelor’s degree in IT, Engineering, or related field.
• ITIL v3 and CCNA certification.
• CCNP or CompTIA Network+ certification.
• Experience with Federal ITIL processes.
• Travel to Springfield and Ashburn, VA with possible travel to Orlando, FL and other CBP facilities.
• Must have favorably passed a full five-year background investigation (BI) required by CBP policies and procedures.

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.

Skills

Root cause analysis

ServiceNow

Stakeholder reporting

Networking fundamentals

Education

Bachelor’s degree in IT/Engineering

Tools

ITIL v3

CCNA

CCNP or Net+

Job description

Computer World Services seeks a Problem Support Manager to lead the problem management function for CBP’s Network Operations Center. The role focuses on identifying and eliminating root causes that impact network availability.

The candidate will conduct RCAs, maintain problem records in ServiceNow, and coordinate reviews, with travel to CBP facilities as needed and a background check requirement.