Senior Problem Manager - ITIL RCA & Prevention Lead

General Dynamics Information Technology; Washington (District of Columbia); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Comprehensive benefits and wellness

401K with company match

Competitive pay and paid time off

Job summary

General Dynamics Information Technology seeks an experienced Problem Manager to own the problem management lifecycle, drive root cause analyses, and implement preventive actions. You will lead RCA sessions with stakeholders and technical teams, ensure timely problem resolution, and communicate findings to business partners.

You will analyze incident data, maintain the Known Error Database, and collaborate with Helpdesk, Operations, and Development to close gaps in root cause identification.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years in IT service management or a related role with a focus on problem management.
• Active Top Secret clearance.
• ITIL Foundation certification required.
• Experience with root cause analysis and implementing preventative measures.
• Experience with ITSM tools like ServiceNow.

Responsibilities

• Lead the problem management process, ensuring adherence to established frameworks and best practices.
• Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts.
• Develop and implement action plans to address identified problems and prevent recurrence.
• Analyze incident and problem data to identify trends and potential systemic issues.
• Create detailed reports and dashboards for stakeholders, highlighting findings and metrics.
• Maintain and update the Known Error Database (KEDB) with details about known errors, workarounds, and planned solutions.
• Collaborate with Helpdesk, Operations support and Development to bridge gaps in root cause identification.
• Serve as a liaison between technical teams and business stakeholders to provide updates.

Skills

Analytical thinking

Problem-solving

Attention to detail

Communication

Interpersonal skills

Time management

Education

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

Tools

ServiceNow

Data analysis tools

Job description

General Dynamics Information Technology seeks an experienced Problem Manager to own the problem management lifecycle, drive root cause analyses, and implement preventive actions. You will lead RCA sessions with stakeholders and technical teams, ensure timely problem resolution, and communicate findings to business partners.

You will analyze incident data, maintain the Known Error Database, and collaborate with Helpdesk, Operations, and Development to close gaps in root cause identification.