Apply on Employer Site

MicroTech · 1 month ago

Problem Support Manager

Orlando, FL

Full-time

Onsite

Senior Level

6+ years exp

MicroTech is currently seeking a Problem Support Manager to support the Customs and Border Protection (CBP) in Orlando, FL. The role involves managing the lifecycle of network infrastructure problems and ensuring the effective implementation of the CBP Problem Management process.

Information Technology

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

ITIL v3CCNACCNPCompTIANetworking experienceProject managementSecurity knowledgeCompliance knowledgeLeadership abilities

Required

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