Senior IT Problem Manager - RCA & Preventive Action Lead

General Dynamics Information Technology, Inc.; Washington; On-site; USD 111,000 - 150,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a seasoned Problem Manager to lead problem management, perform root cause analyses, and implement preventive actions to enhance IT services for government contracts in the Washington area.

The role partners with IT operations, development, and service management to ensure seamless problem resolution, analyzes trends, maintains KEDB, and communicates with stakeholders to drive timely improvements. The likely salary range is $111,155 - $150,385.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 5 years of experience in IT service management with a focus on problem management.
• Strong ITIL knowledge with ITIL Foundation certification required.
• Proven experience conducting root cause analysis and implementing preventative measures.
• Proficient using ITSM tools like ServiceNow and data analysis tools.
• Excellent analytical and communication skills for stakeholder interaction.
• Experience in federal government contract space.

Responsibilities

• Lead the problem management process and ensure adherence to ITIL frameworks.
• Facilitate and document RCA sessions with stakeholders and technical teams.
• Develop and implement action plans to address problems and prevent recurrence.
• Analyze incident and problem data to identify trends and systemic issues.
• Maintain Known Error Database with details on known errors and workarounds.
• Collaborate with Helpdesk, Operations support and Development to bridge root cause gaps.
• Serve as liaison between technical teams and business stakeholders for updates.

Skills

Information Technology (IT) Services

Information Technology Operations

Problem Management

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. seeks a seasoned Problem Manager to lead problem management, perform root cause analyses, and implement preventive actions to enhance IT services for government contracts in the Washington area.

The role partners with IT operations, development, and service management to ensure seamless problem resolution, analyzes trends, maintains KEDB, and communicates with stakeholders to drive timely improvements. The likely salary range is $111,155 - $150,385.