Problem Manager - TS/SCI w/Poly

GDIT Problem Managers are responsible for the root cause analysis process for outages related to GDIT provided IT. This includes desktop, server, network, telephony and cloud based services. In the circumstances where a service outage has occurred and been resolved, it is their role to determine the cause of the outage. This is accomplished via coordinating with multiple teams to include meetings with the engineers and GDIT leadership. That coordination combined with an intricate knowledge of the entire technology infrastructure allows for an extremely high success rate. This role requires high level, decision making, while supporting a high profile large Government client. Once service is restored, root cause analysis is completed, to ensure similar outages do not re-occur. The role also requires a proactive approach as well, via actively seeking out problem candidates in order to investigate and avoid future outages before they occur.

● Problem Management Process Ownership:

• • Lead the problem management process, ensuring adherence to established frameworks and best practices
  • Drive the investigation and resolution of underlying problems causing incidents

● Root Cause Analysis (RCA):

• • Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts
  • Ensure timely identification and resolution of root causes and contributing factors

● Preventative Actions:

• • Develop and implement action plans to address identified problems and prevent recurrence
  • Monitor the effectiveness of preventive measures and adjust strategies as needed

● Data Analysis and Reporting:

• • Analyze incident and problem data to identify trends and potential systemic issues
  • Create detailed reports and documentation for stakeholders, highlighting key findings, actions, and performance metrics
  • Work closely with Operations and Service Delivery teams and follow up to bridge in gaps in identification of the root cause of problems

● Collaboration and Communications:

• • Work closely with IT Operations and Service Delivery teams to ensure seamless problem resolution
  • Serve as a liaison between technical teams and stakeholders to provide updates and gather feedback

In addition to the above Problem Manager responsibilities, the Problem Manager will also cross train in Availability Management as well as Change Management. Cross training in these roles will allow the Problem Manager to be more well rounded and have a better understanding of the significant major contributors to outages.

WHAT YOU’LL NEED TO SUCCEED Bring your expertise and drive for innovation to GDIT. The Data Analyst Senior must have:

● Education: Bachelor of Arts/Bachelor of Science

● Experience: 5+ years of related experience

● Security clearance level: TS/SCI w/Poly

● US citizenship required

● Location: On Site Annapolis Junction, MD

● Shift: Monday - Friday Days

GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.

● Growth: AI-powered career tool that identifies career steps and learning opportunities

● Support: An internal mobility team focused on helping you achieve your career goals

● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.

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