The Defense Group of Leidos has an opening for an ITIL Problem Manager at Joint Base Andrews, Maryland.
Problem Manager Lead in support of the AFNCR IT Services program. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.
•Execute an enterprise problem management process and standing up a Known Error Database (KEDB).
•Perform root cause analysis and develop improvement initiatives.
•Create proactive solutions to system outages.
•Perform problem management following the enterprise process of detection, isolation, cause, and resolution of application system and infrastructure faults.
•Identify the underlying root cause of problems by working alongside the Major Incident Manager and Functional Leads to drive effective solutions.
•Categorize, prioritize, and record the problem and its resolution in a manner that will allow for quick and effective application in the future.
•Perform predictive modeling and trend analysis activities to anticipate future service degradation or disruption.
•Develop solutions, including requirements and interface definitions, to implement corrective actions and resolve complex technical issues and problems.
•Proactively monitor outstanding problems and their status to facilitate introduction of corrective measures.
•Collaborate with functional leads involved in each problem and corrective action to ensure the resulting improvements completely address the root cause.
•Bachelor's degree with 8+ years of relevant experience. Additional years of related experience, certification, and/or training may be accepted in lieu of a degree.
•Experience working in an ITIL-based enterprise IT environment.
•Knowledge of current enterprise IT technologies including hardware, software, servers, directory services, networks, storage, databases, workstations, phones, etc.
•Currently possess a DoD Secret security clearance or higher.
•Experience performing formal root cause analysis.
•Experience using ITSM tools, especially Remedy 9.
•Knowledge of Air Force, Pentagon, and/or AFNCR.
•Experience working at the Pentagon, Joint Base Andrews (JBA), and Joint Base Anacostia-Bolling (JBAB).
External Referral Bonus:Eligible
Potential for Telework:No
Clearance Level Required:Secret
Scheduled Weekly Hours:40
Job Family:Systems Engineering
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.
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