The Problem Manager owns the Problem Management process.
The Problem Manager is responsible for reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents through analysis, managing workarounds, and known errors.
Problem Manager identifies, prioritizes, and assigns responsibility for problems and then manages them through the entire process to resolution. A key part of the role is managing a known errors until permanent solutions are identified and implemented. Utilize the Information Technology Service Management (ITSM) tool (currently ServiceNow) dashboards and queues to execute ITIL best practices that ensure adherence to company and customer quality standards and associated IT SLAs requirements for request, incident, problem, and change management activities.
Conduct problem analysis to identify root-cause analysis and corrective actions.
Analyze incident trends, identify repeat incidents and determine where problem-solving efforts benefit the organization.
Work throughout the entire organization and with external entities, OEMs, and vendors to leverage knowledge, skills and assistance in the diagnostic process.
This is a supervisory role.
Conduct ongoing detailed analysis on Enterprise ServiceNow tickets, during which:
Identify anomalies (problems) related to ongoing issues associated with HW, SW, OS’s, Office Productivity and other business applications, and services not detected by an influx of tickets.
Conduct internal quality control processes that result in improved customer satisfaction.
Conduct ticket lifecycle quality management/continue service improvement functions that facilitate efficiency gains through process improvements.
Identify stale tickets that hang up in the system as a result of process and/or human error.
Execute shift-left activities that result ITSM process efficiencies and reduced technical costs.
Facilitate the troubleshooting and identification of resolution steps that result in the development of knowledge articles for single user/low density incidents.
Facilitate the problem management lifecycle activities (analysis/troubleshooting, workarounds, corrective action, monitoring, AAR) associated with single user/low density problems (unknown cause/fix action).
Facilitate the development of knowledge articles.
Conduct ongoing interaction with T1-T4 to facilitate shift-left activities.
Validate the incorporation and effectiveness of fully developed shift-left activities (QM activities).
Provide management, coaching, experience, and oversight to the CA Team that provides DoDIN AO SOUTHCOM network monitoring, situational awareness, service interruption and restoral management and planning, IT outage and hazardous condition tracking.
Manage a team within the USSOUTHCOM Joint DoDIN Operations Center (JDOC) that processes authorized service interruptions, monitors enterprise networks for abnormal behavior; track USSOUTHCOM operational & exercise activities, monitor and collect pertinent information associated with circuit and/or service outages; support the restoral process; ensure all information, inclusive of operational risk, is fully articulated to the JDOC Battle Captain; support JDOC Battle Captain briefings; documentation development (SOPs, checklists & diagrams); schedule team member in support of 24/7/365 onsite JDOC operations; provide weekly and monthly reporting.
REQUIRED: 8+ years of IT related experience, ITILv4 Foundations (or obtainable within 90 days).
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.