Abacus Technology is seeking a Problem Manager to analyze and resolve IT problems at Fort Bragg. This is a full-time position.
Review incident data to analyze problems. Ensure that problems are diagnosed, logged and escalated as necessary. Extract trends on incidents, customer complaints, key problem areas, departments, hardware types etc. Produce trends analysis of recurring problems/incidents. Investigate assigned problems through to resolution or error identification. Coordinate actions of others as necessary to assist with analysis and resolution actions for problems and known errors (KEs). Raise CRQs to correct errors in the infrastructure. Monitor progress on the resolution of KEs. Advise Incident Management staff on the best available workaround of incidents related to unresolved problems or KE. Assist with major incidents and the identification of root causes. Submit resolved KEs to the problem manager to update the known error database (KEDB).
6+ years experience in an IT role with problem or incident management. Must hold at least one of the following ITIL Intermediate certifications or be able to obtain within six months of hire date: Service Design; Service Transition; and/or Service Operation. Experience identifying IT problems and coordinating their resolution/mitigation. Experience must include exposure to full range problem management activities, e.g., problem identification and analysis, investigation and diagnosis of problems. Experience with root cause analysis and trend analysis, as well as establishment and management of known error database with documented work arounds required. Experience performing proactive problem management to prevent service outages. Experience facilitating formal meetings related to problem management (e.g., Problem Review Board). Must possess excellent written and oral communication skills and excellent, proven analytical skills. Must be a US citizen and hold a current Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.