Problem Support Manager

MicroTech is currently seeking a Problem Support Manager to support the Customs and Border Protection (CBP) in Springfield, VA.

This position is contingent upon award, one that will offer you the opportunity to be part of a cohesive and dynamic team providing mission critical support.

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.

• 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.