Lead IT Problem Management Engineer (3308)

Clearance Level
Systems Engineering
Arlington, Virginia

REQ#: RQ42723

GDIT, a Federal marketplace leader in next-generation IT solutions and professional services, is seeking highly qualified and motivated IT professionals like you who are eager to contribute to our critical Homeland Security missions. For the Department of Homeland Security (DHS), GDIT provides enterprise IT services for DHS’s biometric identity management system (IDENT) and the Office of Biometric Identity Management (OBIM) to store, match, share, and analyze biometric and biographic data in support of DHS’s strategic mission. Specifically, GDIT performs operations and maintenance (O&M) of OBIM infrastructure components, production and non-production environments, and associated OBIM functionality and business systems.

GDIT is looking for a Lead Problem Management Engineer for the DHS OBIM program to serve as a key member of the Service Delivery Team, aligning the most effective IT resources to the restoration of system and business services, root cause analysis, and problem analytics within ITIL disciplines. The Lead Problem Management Engineer overseees the program's problem management process, performs analysis on specific incidents to identify root cause, and prepares or supports required change requests to mitigate the problem and/or restore the effected service.  Competitice candidates for the Lead Problem Management Engineer project high energy, possess a passion for state-of-the-art technology, and speak comfortably from a technical perspective to a diverse audience: clients, partners, vendors, and across the GDIT team; both technical and non-technical.

Specific responsibilities include, but are not limited to:
• Enhance problem analytics, specifically in root cause, data analysis, and problem trending
• Adhere to Incident & Problem Resolution processes, focusing on Major Incidents (Severity 1 and 2)
• Collaborate with cross-functional teams & vendors for quality root cause analysis
• Make temporary solutions (workarounds) available to incident management 
• Perform trend analysis of important services or historical incidents 
• Identify underlying causes of incidents
• Submit change requests to change management as required to eliminate known problems
• Record, manage, and advance problems by escalating (when appropriate) to an elevated levels
• Integrate with change management, incident management, and configuration management
• Optimize Problem Management to deliver quality outcomes that lead to high levels of customer satisfaction
• Identify and implement service improvements by enhancing the linkage with other ITSM services
• Maintain appropriate Problem Management training material and process documentation
• Manage the ITIL lifecycle of all problems, ensuring consistent use of best practices
• Serve as a strong proponent of excellence in customer service

Required Skills / Qualifications:
• DHS HQ EOD required to start; must be able to obtain/maintain Final Suitability
• Bachelors degree and 8+ years experience in relevant fields
• Demonstrated record of sound judgment/reasoning skills
• Excellent troubleshooting and analytical skills

Desired Skills / Qualifications:
• Master’s Degree in computer engineering, systems engineering, computer science, information systems, or related field of study
• 15+ years of directly related experience
• 5+ years IT problem management experience
• Understanding of Cloud Architectures in the federal space
• Active Project Management Professional (PMP) Certification
• ITIL v3 or v4 certification - Foundations, Problem Management

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 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.