Arch ยท 2 months ago
Problem Support Manager
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $120K/yr
6+ years expArch Systems, LLC is seeking a Problem Support Manager to oversee the lifecycle of network infrastructure problems for the Department of Homeland Security (DHS) - CBP NOC. The role involves managing problem identification, providing temporary solutions, and ensuring compliance with DHS directives while improving the Problem Management Process.
Cloud InfrastructureSoftwareUX Design
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Responsible for managing the lifecycle of all network infrastructure problems
Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors
Responsible for performing trend analysis of incidents to prevent future incidents from happening
Responsible for problem identification, recording, investigation and diagnosis
Responsible for communicating with the CBP Problem Manager and other GSs for all problems
Will act at the contract Point of Contract (POC) for all Problem oversight and coordination
Responsible for the effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process
Responsible for ensuring that all problems are properly resolved and closed
Responsible for providing recommendations to the CBP Problem Manager for the on-going improvement of the Problem Management Process
Qualification
Required
Candidates must possess prior experience working with the Department of Homeland Security (DHS), demonstrating a thorough understanding of DHS policies, procedures, and compliance requirements
Prior DHS experience is essential to ensure familiarity with federal security standards, Risk Management Framework (RMF) processes, and agency-specific protocols
Responsible for managing the lifecycle of all network infrastructure problems
Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors
Responsible for performing trend analysis of incidents to prevent future incidents from happening
Responsible for problem identification, recording, investigation and diagnosis
Responsible for communicating with the CBP Problem Manager and other GSs for all problems
Will act at the contract Point of Contract (POC) for all Problem oversight and coordination
Responsible for the effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process
Responsible for ensuring that all problems are properly resolved and closed
Responsible for providing recommendations to the CBP Problem Manager for the on-going improvement of the Problem Management Process
Preferred
Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA
Bachelor's degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications
A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises
Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers)
Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications
Showcase leadership abilities by managing projects and teams
Be proficient in project management and have knowledge of security and compliance issues
Owned Problem Management lifecycle: RCAs, Known Errors, workaround catalog, closure validation
Demonstrated trend analysis reducing repeats/MTTR and improving MTBF
ServiceNow Problem/Change/Knowledge experience; correlates data from monitoring stacks to confirm root cause
Updates SOPs/knowledge based on findings; partners with Incident/Technical leads to prevent recurrence
CBP BI and/or Secret/TS clearance preferred
networking experience administering enterprise infra: 6 years (Preferred)
networking concepts, infrastructure, and equipment: 3 years (Preferred)
ITIL v3, CCNA, CCNP, CompTIA (Preferred)
Company
Arch
Arch is a market provider of SAP usability software and delivering solutions to enhance the SAP user experience.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase