Senior Problem Manager ITIL RCA Lead

General Dynamics Information Technology (GDIT); Washington (District of Columbia); On-site; USD 111,000 - 150,000; Full time

Benefits offered by this job

Total Rewards package

Flexible work weeks

Paid time off

Job summary

General Dynamics Information Technology (GDIT) is seeking an experienced Problem Manager to stabilize IT services by identifying, analyzing, and resolving root causes of recurring incidents. You will lead root cause analyses, collaborate with cross-functional teams, and implement preventive measures to enhance service quality and reduce disruptions.

The role requires a Bachelor’s degree, 5+ years in IT service management focused on problem management, and an active Top Secret clearance.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years of experience in IT service management or a related role, with a focus on problem management.
• Active Top Secret clearance.
• Strong knowledge of ITIL practices, with ITIL Foundation certification required.
• ITIL 4 Practitioner: Problem Management preferred, but not required.
• Proven experience conducting root cause analysis and implementing preventative measures.
• Excellent analytical and problem-solving skills, with attention to detail.
• Proficient using ITSM tools like ServiceNow and data analysis tools.
• Strong communication and interpersonal skills to interact with technical and non-technical stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in federal government contract space.

Responsibilities

• Lead the problem management process with adherence to established frameworks and best practices.
• Drive investigation and resolution of underlying problems causing incidents.
• Facilitate and document RCA sessions with stakeholders and technical teams.
• Develop and implement action plans to address identified problems and prevent recurrence.
• Monitor effectiveness of preventive measures and adjust strategies as needed.
• Analyze incident and problem data to identify trends and systemic issues.
• Create detailed reports and dashboards for stakeholders highlighting findings and metrics.
• Maintain and update the Known Error Database with known errors and workarounds.
• Bridge gaps with Helpdesk, Operations, and Development to identify root causes.

Skills

Problem Management

Root Cause Analysis

Data Analysis

ITIL Practices

Communication

Education

Bachelor’s degree in Computer Science/IT

Tools

ServiceNow

Data analysis tools

Job description

General Dynamics Information Technology (GDIT) is seeking an experienced Problem Manager to stabilize IT services by identifying, analyzing, and resolving root causes of recurring incidents. You will lead root cause analyses, collaborate with cross-functional teams, and implement preventive measures to enhance service quality and reduce disruptions.

The role requires a Bachelor’s degree, 5+ years in IT service management focused on problem management, and an active Top Secret clearance.