513 Problem Management jobs in the United States

Description

Looking for an opportunity to make an impact?

Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Your greatest work is ahead!

Leidos is hiring a customer-oriented Information Technology Problem Management to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD, Joint Base Anacostia-Bolling, DC, and the Pentagon. The successful candidate will assist the Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services.

If this sounds like the kind of environment where you can thrive, keep reading!

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation.

To explore and learn more, click here!

Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your resume with us today!

Primary Responsibilities:

• Works with units and organizations external to the Air Force District of Washington (AFDW) to test interoperability and integration for new or changed IT services
• Ensure systems integration across the AFDW through technical interoperability testing
• Coordinate with AFDW A6 on enterprise IT solutions and how to integrate them into AFDW operations
• Conduct Incident Trend Monitoring- Track patterns in IT failures and service disruptions to proactively address potential problems.
• Perform Root Cause Analysis (RCA)- Conduct thorough investigations to determine underlying causes of IT issues.
• Perform Problem Resolution Coordination- Work with IT teams to implement long-term solutions rather than temporary fixes.
• Conduct Knowledge Management Actions- Document known errors and solutions to improve future troubleshooting efficiency.
• Change Management Collaboration- Ensure problem resolutions align with ITIL change management processes.
• Stakeholder Communication- Provide updates to leadership and affected teams on problem resolution progress.
• Enhance Continuous Service Improvement- Develop strategies to enhance IT service stability and minimize disruptions.

Basic Qualifications:

• Must have a full DoD Secret Clearance at start.
• BS degree and 12 - 15 years of prior relevant experience or Masters with 10 - 13 years of prior relevant experience. May possess a Doctorate in technical domain. Additional years of experience may be substituted for degree.
• Experience in IT Service Management (ITSM)- Prior experience in problem management, incident management, or IT operations.
• Analytical & Troubleshooting Skills- Ability to conduct root cause analysis and implement long-term solutions.
• Technical Proficiency- Familiarity with IT infrastructure, networking, and enterprise systems.
• Process Improvement Expertise- Experience in optimizing IT workflows and reducing recurring issues.
• Use of ITSM Tools- Proficiency in platforms like ServiceNow, BMC Remedy Jira, or other problem management systems.

Preferred Qualifications:

• Two years of experience in quality assurance and/or process improvement.
• ITIL certification is highly preferred.
• Knowledge of ITIL Framework- Understanding of ITIL best practices, particularly problem and incident management processes.
• Strong organizational skills
• Strong written and oral communications skills
• Communication & Stakeholder Management- ability to coordinate with IT teams, leadership, and external vendors.

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2. good. You'll fit right in.

Original Posting:August 1, 2025

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2. good. You'll fit right in.

Pay Range:Pay Range $101,400.00 - $183,300.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead and Problem Manager in Consumer and Community Bank's Technology team, you'll have the opportunity to influence production stability by contributing to the core problem management functions of Engage, Improve, Plan, and Measure. You'll play a key role in transforming this domain and our services to enhance their scalability and reliability.
You'll collaborate with a dedicated team to deliver top-tier root causes and incident response analysis, to identify and complete repair items, and to cultivate a blameless learning culture to help modernize our application services. You'll lead the charge in Problem Management conversations with precise investigation and urgency. You will partner with Site Reliability and Application Development Engineers to research production incidents, developing your post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress, completing the feedback loop with senior leadership. Your commitment to follow through will ensure incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.
**Job Responsibilities**
+ Conduct root cause analysis on major incidents and potential impact incidents, identifying both tactical and strategic actions by working with Site Reliability Engineers, Application Development and or Platform Engineers.
+ Facilitate major problem review meetings and develop strategic efforts to address problem areas in NA regions, other regions where needed.
+ Collaborate with business resources and subject matter experts to refine processes, eliminate incident recurrence, and improve service delivery and apply RCA lessons learned across technology ecosystem.
+ Ensure accurate and timely progression and update of problem records through the Problem Management process, utilizing tools like ServiceNow.
+ Lead Stability and Service Level Improvement programs, driving continuous improvement initiatives and implementing best practices in Problem Management.
**Required Qualifications, Capabilities, and Skills**
+ 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
+ Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
+ Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
+ Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
+ Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
+ Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
+ Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
+ Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
+ Understanding of observability and monitoring tools and techniques.
+ Excellent communication, technical writing, presentation, and relationship management skills.
**Preferred Qualifications, Capabilities, and Skills**
+ Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
+ Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
+ Practical experience with public cloud.
+ ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
**Base Pay/Salary**
New York,NY $142,500.00 - $90,000.00 / year; Jersey City,NJ 142,500.00 - 190,000.00 / year

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead and Problem Manager in Consumer and Community Bank's Technology team, you'll have the opportunity to influence production stability by contributing to the core problem management functions of Engage, Improve, Plan, and Measure. You'll play a key role in transforming this domain and our services to enhance their scalability and reliability.
You'll collaborate with a dedicated team to deliver top-tier root causes and incident response analysis, to identify and complete repair items, and to cultivate a blameless learning culture to help modernize our application services. You'll lead the charge in Problem Management conversations with precise investigation and urgency. You will partner with Site Reliability and Application Development Engineers to research production incidents, developing your post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress, completing the feedback loop with senior leadership. Your commitment to follow through will ensure incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.
**Job Responsibilities**
+ Conduct root cause analysis on major incidents and potential impact incidents, identifying both tactical and strategic actions by working with Site Reliability Engineers, Application Development and or Platform Engineers.
+ Facilitate major problem review meetings and develop strategic efforts to address problem areas in NA regions, other regions where needed.
+ Collaborate with business resources and subject matter experts to refine processes, eliminate incident recurrence, and improve service delivery and apply RCA lessons learned across technology ecosystem.
+ Ensure accurate and timely progression and update of problem records through the Problem Management process, utilizing tools like ServiceNow.
+ Lead Stability and Service Level Improvement programs, driving continuous improvement initiatives and implementing best practices in Problem Management.
**Required Qualifications, Capabilities, and Skills**
+ 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
+ Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
+ Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
+ Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
+ Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
+ Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
+ Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
+ Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
+ Understanding of observability and monitoring tools and techniques.
+ Excellent communication, technical writing, presentation, and relationship management skills.
**Preferred Qualifications, Capabilities, and Skills**
+ Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
+ Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
+ Practical experience with public cloud.
+ ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
**Base Pay/Salary**
New York,NY $142,500.00 - $90,000.00 / year; Jersey City,NJ 142,500.00 - 190,000.00 / year

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead and Problem Manager in Consumer and Community Bank's Technology team, you'll have the opportunity to influence production stability by contributing to the core problem management functions of Engage, Improve, Plan, and Measure. You'll play a key role in transforming this domain and our services to enhance their scalability and reliability.

You'll collaborate with a dedicated team to deliver top-tier root causes and incident response analysis, to identify and complete repair items, and to cultivate a blameless learning culture to help modernize our application services. You'll lead the charge in Problem Management conversations with precise investigation and urgency. You will partner with Site Reliability and Application Development Engineers to research production incidents, developing your post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress, completing the feedback loop with senior leadership. Your commitment to follow through will ensure incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.

Job Responsibilities

• Conduct root cause analysis on major incidents and potential impact incidents, identifying both tactical and strategic actions by working with Site Reliability Engineers, Application Development and or Platform Engineers.
• Facilitate major problem review meetings and develop strategic efforts to address problem areas in NA regions, other regions where needed.
• Collaborate with business resources and subject matter experts to refine processes, eliminate incident recurrence, and improve service delivery and apply RCA lessons learned across technology ecosystem.
• Ensure accurate and timely progression and update of problem records through the Problem Management process, utilizing tools like ServiceNow.
• Lead Stability and Service Level Improvement programs, driving continuous improvement initiatives and implementing best practices in Problem Management.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
• Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
• Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
• Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
• Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
• Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
• Understanding of observability and monitoring tools and techniques.
• Excellent communication, technical writing, presentation, and relationship management skills.

Preferred Qualifications, Capabilities, and Skills

• Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
• Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
• Practical experience with public cloud.
• ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary
New York,NY $142,500.00 - $90,000.00 / year; Jersey City,NJ 142,500.00 - 190,000.00 / year

Network Problem Management Quality Assurance Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

The Opportunity : We are seeking a detail-oriented ITIL Network Problem Management Quality Assurance Analyst to support our IT service management processes. The successful candidate will be responsible for ensuring the quality and effectiveness of our problem management activities, conducting audits, and contributing to continuous improvement efforts.

Responsibilities:

• Perform regular quality checks on problem management processes and documentation

• Conduct audits to ensure compliance with ITIL standards and internal procedures

• Analyze problem management data and metrics to identify trends and areas for improvement

• Assist in root cause analysis sessions for network-related problems

• Verify proper categorization and documentation of network issues

• Support the development and maintenance of quality standards for problem management

• Participate in the creation of reports on problem management performance

• Contribute to the implementation of quality improvement initiatives

• Assist in training team members on ITIL problem management best practices

• Collaborate with network teams to ensure adherence to quality standards

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience

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

• TS/SCI with Poly required

• ITIL V3 or 4 certification and training?

• Good working knowledge of the Service Management workflows and ITSM processes?

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

• 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

Desired:

• ITIL certification in Problem Management

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

___

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here. (

___

Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .

The proposed salary range for this position is:

$86,600 - $181,800

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

**Job Description:**
Job Summary:
Manages the resolution of major incidents and problems within the IT environment. The role includes managing the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner, and that correct and adequate workaround solutions and/or permanent fixes are made available to the business as well as lessons learned, and preventive actions are identified and completed.
Provides systems engineering support for any area within Technology.
Job Responsibilities:
+ Performs and implements the daily operational activities of the Technology engineering work function. This work may include responsibilities to deploy, operate, scale, tune and troubleshoot server systems, website, app infrastructure and/or other systems.
+ Monitors, evaluates and troubleshoots components and subcomponents of networked and other systems for reliability, performance, security and compliance.
+ Implements necessary fixes to ensure continuous operation. Participates in installing, adjusting and enhancing systems for availability, latency, scalability and efficiency.
+ Builds tools and scripts.
+ Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to effectively facilitate elimination of problems / roadblocks as they occur and create efficient fixes.
+ Implements activities that impact discrete components / processes of the work of own unit / team / projects.
+ Interacts with internal and external peers and/or managers to exchange semi-complex information related to assigned activities.
+ Participates in software and/or system performance analysis and tuning, service capacity planning and demand forecasting. Provides feedback regarding standards and methods for operating services and systems.
+ Coordinates to accomplish activities. Interacts with internal and external peers and/or managers to exchange semi-complex information related to assigned activities
+ Has working knowledge of systems administration.
+ Demonstrates proficiency in several areas of the professional function
**About Walgreens**
Founded in 1901, Walgreens ( ) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at .
**Job ID:** 1619262BR
**Title:** System Engineer II - ITSM Problem Management
**Company Indicator:** Walgreens
**Employment Type:**
**Job Function:** Information Technology
**Full Store Address:** 102 WILMOT RD,DEERFIELD,IL 60015
**Full District Office Address:** 102 WILMOT RD,DEERFIELD,IL,60015-05104-01102-2
**External Basic Qualifications:**
+ Bachelor's degree and at least 2 years of experience in a technical role OR High school Diploma / GED and at least 5 years of experience in a technical role.
+ Experience in Technology infrastructure, such as Infrastructure, Systems, Databases, or similar
+ Experience with technical design process and models.
+ Knowledge of MS Azure Cloud Infrastructure and Software Development Life Cycle
+ Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).
**Preferred Qualifications:**
+ ITIL certification or knowledge.
+ Bachelor's degree in Computer Science, Information Technology, Mathematics
+ Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
+ Experience identifying operational issues and recommending and implementing strategies to resolve problems.
+ 1+ years of experience with Root Cause Analysis
+ Knowledge of IT technologies, such as Service Now ticketing system.
#LI-AR1
We will consider employment of qualified applicants with arrest and conviction records.
**Shift:**
**Store:**

Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Consumer and Community Banking, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
**Job responsibilities**
+ Proactively analyze incident trends and performance data to proactively identify potential issues, patterns, and recurring incidents before they cause service disruptions.
+ Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.
+ Drive continuous improvement initiatives and implement best practices in Problem Management.
+ Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents.
+ Creating and distributing problem management reports, highlighting trends, root causes, and implemented solutions.
+ Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
+ Understanding of observability and monitoring tools and techniques.
**Required qualifications, capabilities, and skills**
+ 3+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
+ Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.
+ Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
+ Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
+ Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
+ Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
+ Ability to influence and lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.
+ Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
+ Excellent communication, technical writing, presentation, and relationship management skills.
+ Experience in managing high-pressure situations and making decisions quickly to minimize impact on business operations.
+ Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.
**Preferred qualifications, capabilities, and skills**
+ Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other similar tools.
+ ITIL Foundation certification.
+ Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
+ Practical experience with public cloud.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Problem Manager within Consumer and Community Banking, you will play a crucial role in enhancing production stability by anticipating and preventing IT issues. You will focus on fostering a stable and reliable IT environment through the identification and resolution of thematic issues and effective risk mitigation strategies. You will be a key player in transforming our services, ensuring continuous improvement and operational excellence. Collaborating with a dedicated team, you will identify and resolve potential IT issues before they lead to incidents or service disruptions. This involves analyzing past incidents and other data sources to implement preventative solutions.
**Job responsibilities**
+ Proactively analyze incident trends and performance data to proactively identify potential issues, patterns, and recurring incidents before they cause service disruptions.
+ Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.
+ Drive continuous improvement initiatives and implement best practices in Problem Management.
+ Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents.
+ Creating and distributing problem management reports, highlighting trends, root causes, and implemented solutions.
+ Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
+ Understanding of observability and monitoring tools and techniques.
**Required qualifications, capabilities, and skills**
+ 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
+ Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.
+ Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
+ Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
+ Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
+ Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
+ Ability to influence and lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.
+ Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
+ Excellent communication, technical writing, presentation, and relationship management skills.
+ Experience in managing high-pressure situations and making decisions quickly to minimize impact on business operations.
+ Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.
**Preferred qualifications, capabilities, and skills**
+ Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other similar tools.
+ ITIL Foundation certification.
+ Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
+ Practical experience with public cloud.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans

Network Problem Management Quality Assurance Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
* * *
**The Opportunity** : We are seeking an experienced ITIL Network Problem Management Quality Assurance Lead to ensure the effectiveness and efficiency of our network problem management processes. The successful candidate will be responsible for implementing quality assurance measures, conducting audits, and driving continuous improvement in alignment with ITIL best practices.
**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
**Qualifications:**
+ 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
_Desired:_
+ Knowledge of other IT frameworks like COBIT or ISO/IEC 2000
This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
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**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$120,800 - $265,800
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._