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CACI International Inc · 5 months ago

Network Problem Management Quality Assurance Lead

Sterling, VA

Full-time

Onsite

Senior Level, Lead/Staff

$121K/yr - $266K/yr

10+ years exp

CACI International Inc is seeking an experienced ITIL Network Problem Management Quality Assurance Lead to ensure the effectiveness and efficiency of their network problem management processes. The successful candidate will implement quality assurance measures, conduct audits, and drive continuous improvement in alignment with ITIL best practices.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

Responsibilities

Lead the development and implementation of ITIL-based problem management strategies and processes for network operations

Oversee regular audits of the problem management system to ensure compliance to customer policies, directives and governance and identify areas for improvement

Develop and implement quality assurance processes for network problem management

Analyze problem management metrics and KPIs to identify areas for improvement

Ensure proper documentation and categorization of network problems

Collaborate with network engineering teams to conduct root cause analysis, implement preventive measures, and reduce recurring issues

Develop and maintain quality standards for problem management processes

Provide training and guidance on ITIL problem management best practices

Create and present reports on problem management performance to stakeholders

Drive continuous improvement initiatives within the problem management function

Lead a team of problem management analysts, providing guidance, mentorship, and performance evaluations

Coordinate with other ITSM process owners to integrate problem management with incident, problem, and change management processes

Drive continuous improvement initiatives

Report on problem management performance to senior management and stakeholders

Develop and deliver training programs on ITIL problem management best practices

Qualification

ITIL certificationNetwork technologiesQuality assurance methodologiesITSM platformsData analysis softwareAnalytical skillsLeadership abilitiesCommunication skillsTeam collaboration

Required

Bachelor's degree in Computer Science, Information Technology, or related field

10+ years of experience in network operations, quality assurance, or related roles

TS/SCI with Poly required

Experience with major ITSM platforms (e.g., ServiceNow, BMC Remedy)

ITIL certification in Problem Management

Strong knowledge of network technologies and protocols

Experience with quality assurance methodologies and auditing processes

Excellent analytical and problem-solving skills

Strong leadership and team collaboration abilities

Outstanding communication and reporting skills

Proficiency in ITSM tools and data analysis software

Preferred

Knowledge of other IT frameworks like COBIT or ISO/IEC 20000

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees