Problem Management Lead - Network Reliability & RCA

Dormont Manufacturing Co; Ashburn (GA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Dormont Manufacturing Co is seeking a Problem Support Manager to lead the problem management function at the U.S. Customs and Border Protection’s Network Operations Center. The position requires a strong focus on root cause analysis and managing records in ServiceNow.

The ideal candidate will have over 6 years of experience in network support management, along with a Bachelor’s degree in a relevant field. Must possess ITIL and CCNA certifications. This role will ensure improved network availability by addressing recurring issues effectively.

Qualifications

• 6+ years of experience in problem or network support management.
• Proven ability to conduct root cause analysis (RCA) for recurring incidents.
• Familiarity with Federal ITIL processes preferred.

Responsibilities

• Lead the Problem Management function at CBP's NOC.
• Ensure identification and elimination of root causes impacting network availability.
• Provide trend analysis reports to stakeholders.

Skills

Problem management

Network support management

Root cause analysis

Trend analysis

ServiceNow

Education

Bachelor’s in IT, Engineering, or related field

ITIL v3 certification

CCNA certification

Tools

CCNP certification

CompTIA Network+ certification

Job description

Dormont Manufacturing Co is seeking a Problem Support Manager to lead the problem management function at the U.S. Customs and Border Protection’s Network Operations Center. The position requires a strong focus on root cause analysis and managing records in ServiceNow.

The ideal candidate will have over 6 years of experience in network support management, along with a Bachelor’s degree in a relevant field. Must possess ITIL and CCNA certifications. This role will ensure improved network availability by addressing recurring issues effectively.