Problem Manager

General Dynamics Information Technology Bayview, Idaho 83803
JOB ID: 2018-36386 1/29/2018 6:56:59 AM




Job Description

Job Description

The Problem Manager is the single point of contact for one or more problems. Individual is responsible for ownership and coordination of actions of those problems. Must analyze root causes, identify Known Errors and coordinate actions to fix the errors. Responsible for designing and implementing improved processes. The Problem Manager must be proactive in identifying problems, analyses and recommend Service Improvement plans with the possible solutions obtained for technical teams.

Essential Duties and Responsibilities:

* Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
* Prevent the replication of Problems across the network
* Monitors the effectiveness of error control and makes recommendations for improvements
* Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
* Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
* Develop and report on metrics on performance, including but not limited to MTTR, # of escalations, and tickets.
* Produces Problem Management reports and management information
* Coordinates meetings to resolve problems
* Work with cross-functional stakeholders to resolve problems
* Drive all problems towards root cause identification and permanent fix
* Plan projects, training, objectives, timelines, deliverables, and milestones
* To meet/exceed and maintain service levels as assigned by management.
* To meet/exceed expected reliability standards.
* Willing to take ownership and take on other duties as assigned.
* Need to have innovative approach as problems are unique and need to use different techniques.


* Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
* Required Security Clearance minimum level: Secret


* Minimum 8 years Incident & Problem Management experience
* Strong problem solving and troubleshooting skills required: Ability to identify and analyze network quality and operational processes and then drive corrective / preventative action plans.
* Good understanding of supporting network operations
* Good understanding of the ITIL framework
* Good organizational skills

Knowledge and Skill Requirements:

* Must be comfortable working in a high stress, fast paced environment shifting priorities.
* Excellent communications skills (verbal and written)
* Self-starter who can find and resolve issues pertaining to all of GDIT's offerings
* Knowledge of networking concepts and protocols to perform network status checks as part of normal surveillance activities.
* Ability to write technical documentation and create management reports and metrics
* Ability to provide both hands on solutions and supervision of projects
* Ability to successfully interface with a wide range of personnel within the organization
* Excellent written and verbal communication skills.
* Administer performance reviews and mentor staff Certificates, Licenses, registrations
* ITIL v 3 Certification preferred.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.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.


Location: Bayview, ID - Idaho