2,720 Problem Manager jobs in the United States
Problem Manager
91222 Glendale, California
RIT Solutions
Posted today
Job Viewed
Job Description
Business Process Improvement
Evaluate existing business processes to identify areas for improvement. Document current processes through detailed process maps, workflows, and diagrams. Analyze process performance metrics to assess efficiency and effectiveness. Design new business processes or re-engineer existing ones to optimize performance. Develop and implement process improvements.
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0
Problem Manager
91222 Glendale, California
RIT Solutions, Inc.
Posted 9 days ago
Job Viewed
Job Description
• Evaluate existing business processes to identify areas for improvement.
• Document current processes through detailed process maps, workflows, and diagrams.
• Analyze process performance metrics to assess efficiency and effectiveness.
• Design new business processes or re-engineer existing ones to optimize performance.
• Develop and implement process improvement strategies to enhance productivity and reduce costs.
• Collaborate with stakeholders to define process requirements and objectives.
• Lead change initiatives by effectively communicating process changes and their impact to stakeholders.
• Develop training materials and conduct training sessions to ensure successful implementation of new processes.
• Address resistance to change and foster a culture of continuous improvement.
• Identify opportunities to leverage technology solutions for process automation and optimization.
• Work closely with IT teams to implement software tools and systems that support business processes.
• Ensure alignment between business requirements and technology solutions.
Education Level: Bachelor's Degree
Education Details: Computer Science, Information Technology, or related field
Experience: 3 years relevant process business engineering experience in the healthcare sector or demonstrated ability to perform the functions at the level required
In Lieu of Education
In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Preferred Qualifications
• 3+ years of experience in business process management
• 3+ years of experience with using process improvement methodologies
• Proven track record of successfully leading process improvement initiatives from conception to implementation.
• Strong analytical skills with the ability to collect, analyze, and interpret data to drive decision-making.
• Excellent project management skills with the ability to prioritize tasks, manage timelines, and deliver results.
• Experience with using Microsoft Office tools, including Excel, PowerPoint, and Visio
• Exceptional communication skills with the ability to effectively collaborate with stakeholders at all levels of the organization.
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1
IT Problem Manager
28147 Salisbury, North Carolina
Ahold Delhaize
Posted 9 days ago
Job Viewed
Job Description
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose
The IT Problem Manager is responsible for reducing the number and impact of incidents by identifying the root cause, preventing reoccurring issues and minimizing the risk of future disruptions to the organization This role will provide oversight, coordinate cross-functional investigations and ensure problems are tracked, analyzed and resolved in structure and timely manner, playing a critical role in driving long-term stability, risk reduction and proactive operational improvement. This role will work closely with infrastructure, supply chain, helpdesk, and other business application teams to drive root cause, implement preventive measures and document known errors and permanent fixes. They will also propose improvements to the problem management process and strategy to expand the use of proactive problems and improve the effectiveness of problem management overall.
Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations (Salisbury, NC or Mauldin, SC) and 2 remote days.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities
- Oversee IT Problem Management process, ensuring alignment with ITIL best practices and organizational strategic goals.
- Collaborate with Incident Management to identify trends and convert recurring incidents and alerts into problems.
- Drive resolution of high-impact and recurring problems by coordinating with technical and business stakeholders.
- Coordinate and facilitate Root Cause Analysis (RCA) meetings, Review Boards and known error reviews
- Ensure timely documentation of root cause, workaround, known errors, and preventive actions.
- Manage and enhance the Problem Management application in ServiceNow, collaborating with platform teams to optimize workflows, data quality, reporting, and user experience.
- Analyze historical data and incident trends to drive proactive improvement initiatives.
- Identify opportunities to mature and scale the Problem Management process across the organization
- Serve as a point of contact for all problem management activities across IT, providing training, guidance, and process education to IT teams and stakeholders.
- Foster collaboration across technical domains to encourage accountability and process adoption.
- Leverage ServiceNow data to create reports, and service dashboards to influence decisions.
- Bachelor's degree in Information Technology, Computer Science, or related field OR equivalent work experience
- 5+ years of ITSM experience with a focus on Problem Management or related disciplines.
- Strong understanding of ITIL frameworks, with ITIL Foundation certification as a minimum (ITIL Intermediate/Expert preferred). Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills with the ability to lead cross-functional collaboration.
- Strong working knowledge of ServiceNow, particularly the Problem Management capabilities.
- Experience facilitating RCA sessions and using structured problem-solving methods (e.g., 5 Whys, Fishbone Diagram, Kepner-Tregoe)
- Ability to work under pressure in a fast-paced environment and manage multiple priorities.
- Advanced ITIL certifications or equivalent service management training.
- Experience in enterprise-scale IT environments or managed service providers.
- Familiarity with DevOps, Agile, or other IT delivery methodologies.
#LI-CW1 #LI-Hybrid
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.
Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
View Now
2
IT Problem Manager
28147 Salisbury, North Carolina
Peapod Digital Labs
Posted 9 days ago
Job Viewed
Job Description
Category/Area of Expertise: IT & Technology
Job Requisition:
Address: USA-NC-Salisbury-2110 Executive Drive
Store Code: Service Delivery: Process Controls )
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose
The IT Problem Manager is responsible for reducing the number and impact of incidents by identifying the root cause, preventing reoccurring issues and minimizing the risk of future disruptions to the organization This role will provide oversight, coordinate cross-functional investigations and ensure problems are tracked, analyzed and resolved in structure and timely manner, playing a critical role in driving long-term stability, risk reduction and proactive operational improvement. This role will work closely with infrastructure, supply chain, helpdesk, and other business application teams to drive root cause, implement preventive measures and document known errors and permanent fixes. They will also propose improvements to the problem management process and strategy to expand the use of proactive problems and improve the effectiveness of problem management overall.
Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations (Salisbury, NC or Mauldin, SC) and 2 remote days.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities
#LI-CW1 #LI-Hybrid
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.
Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
Job Requisition:
Address: USA-NC-Salisbury-2110 Executive Drive
Store Code: Service Delivery: Process Controls )
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose
The IT Problem Manager is responsible for reducing the number and impact of incidents by identifying the root cause, preventing reoccurring issues and minimizing the risk of future disruptions to the organization This role will provide oversight, coordinate cross-functional investigations and ensure problems are tracked, analyzed and resolved in structure and timely manner, playing a critical role in driving long-term stability, risk reduction and proactive operational improvement. This role will work closely with infrastructure, supply chain, helpdesk, and other business application teams to drive root cause, implement preventive measures and document known errors and permanent fixes. They will also propose improvements to the problem management process and strategy to expand the use of proactive problems and improve the effectiveness of problem management overall.
Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations (Salisbury, NC or Mauldin, SC) and 2 remote days.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities
- Oversee IT Problem Management process, ensuring alignment with ITIL best practices and organizational strategic goals.
- Collaborate with Incident Management to identify trends and convert recurring incidents and alerts into problems.
- Drive resolution of high-impact and recurring problems by coordinating with technical and business stakeholders.
- Coordinate and facilitate Root Cause Analysis (RCA) meetings, Review Boards and known error reviews
- Ensure timely documentation of root cause, workaround, known errors, and preventive actions.
- M anage and enhance the Problem Management application in ServiceNow, collaborating with platform teams to optimize workflows, data quality, reporting, and user experience.
- Analyze historical data and incident trends to drive proactive improvement initiatives.
- Identify opportunities to mature and scale the Problem Management process across the organization
- Serve as a point of contact for all problem management activities across IT, providing training, guidance, and process education to IT teams and stakeholders.
- Foster collaboration across technical domains to encourage accountability and process adoption.
- Leverage ServiceNow data to create reports, and service dashboards to influence decisions.
- Bachelor's degree in Information Technology, Computer Science, or related field OR equivalent work experience
- 5+ years of ITSM experience with a focus on Problem Management or related disciplines.
- Strong understanding of ITIL frameworks, with ITIL Foundation certification as a minimum (ITIL Intermediate/Expert preferred). Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills with the ability to lead cross-functional collaboration.
- Strong working knowledge of ServiceNow, particularly the Problem Management capabilities.
- Experience facilitating RCA sessions and using structured problem-solving methods (e.g., 5 Whys, Fishbone Diagram, Kepner-Tregoe)
- Ability to work under pressure in a fast-paced environment and manage multiple priorities.
- Advanced ITIL certifications or equivalent service management training.
- Experience in enterprise-scale IT environments or managed service providers.
- Familiarity with DevOps, Agile, or other IT delivery methodologies.
#LI-CW1 #LI-Hybrid
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.
Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
View Now
3
Senior Problem Manager Vice President
75062 Irving, Texas
Citigroup
Posted 6 days ago
Job Viewed
Job Description
**As a Senior Problem Manager** you will have a unique opportunity to get exposure to every line of business and service that Citi offers. Everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Foreign Exchange (Currency) Platforms, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that we will use to continually evolve our process and tooling. The Service Now service management suite is the tool of choice for all ITIL process disciplines and you will be a custodian and change agent for our Problem Management processes but also how they interact and apply to other ITIL process disciplines.
Throughout the process lifecycle, you will be expected to provide clear executive / business focused write-ups to our partners(post-mortem reports). At any moment, a Problem Manager should be able to discuss the details with the infrastructure or business support units and/or provide verbal updates to mid and senior level management.
The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail / does not give up until the root cause has been eliminated permanently from the environment. Experience in large scale Business/Technology Operations, Service Management / Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying. The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes. Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts. This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout.
**Key Responsibilities:**
+ Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents
+ Identify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
+ Quickly and efficiently craft cause-and-effect charts for all Severity 1 and 2 issues
+ Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
+ Develops and cultivates multi-functional partner relationships at all levels of the organization
+ Track problem resolution tasks and document evidence of their completion.
+ Keep Problem reports (post-mortem reports) current at all times
+ Support Problem Management Reporting (Performance Metrics and Customer SLAs)
+ Assist the line manager periodically with Audit and Problem governance metrics
+ Identify areas of waste and recommend improvements in the form of automation, consolidation or elimination
+ Host Problem Management / Operational Excellence meetings with Application / Business / Development areas to track progress of error resolution tasks
+ Develop and lead Service Improvement Programs for chronic incidents
+ Drive continuous improvements with technology teams from causal analysis investigation
**Qualifications:**
+ Broad experience in an IT - related operational support role
+ Fundamental experience with ITIL good practices a plus
+ Operational experience with Service Management / Problem Management is helpful
+ Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferred
+ Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
+ Bi-Lingual (English / Spanish) skills are a plus
+ Highly organized presentation, negotiation and customer service skills
+ Creative thinker who challenges the status quo
+ Strong analytic/diagnostic skills and attention to detail
**Education:**
+ Bachelor's degree or equivalent work experience required
---
**Job Family Group:**
Technology
---
**Job Family:**
Infrastructure
---
**Time Type:**
Full time
---
**Primary Location:**
Irving Texas United States
---
**Primary Location Full Time Salary Range:**
$125,760.00 - $188,640.00
In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
**Anticipated Posting Close Date:**
Oct 09, 2025
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi ( ._
_View Citi's EEO Policy Statement ( and the Know Your Rights ( poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Throughout the process lifecycle, you will be expected to provide clear executive / business focused write-ups to our partners(post-mortem reports). At any moment, a Problem Manager should be able to discuss the details with the infrastructure or business support units and/or provide verbal updates to mid and senior level management.
The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail / does not give up until the root cause has been eliminated permanently from the environment. Experience in large scale Business/Technology Operations, Service Management / Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying. The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes. Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts. This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout.
**Key Responsibilities:**
+ Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents
+ Identify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
+ Quickly and efficiently craft cause-and-effect charts for all Severity 1 and 2 issues
+ Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
+ Develops and cultivates multi-functional partner relationships at all levels of the organization
+ Track problem resolution tasks and document evidence of their completion.
+ Keep Problem reports (post-mortem reports) current at all times
+ Support Problem Management Reporting (Performance Metrics and Customer SLAs)
+ Assist the line manager periodically with Audit and Problem governance metrics
+ Identify areas of waste and recommend improvements in the form of automation, consolidation or elimination
+ Host Problem Management / Operational Excellence meetings with Application / Business / Development areas to track progress of error resolution tasks
+ Develop and lead Service Improvement Programs for chronic incidents
+ Drive continuous improvements with technology teams from causal analysis investigation
**Qualifications:**
+ Broad experience in an IT - related operational support role
+ Fundamental experience with ITIL good practices a plus
+ Operational experience with Service Management / Problem Management is helpful
+ Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferred
+ Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
+ Bi-Lingual (English / Spanish) skills are a plus
+ Highly organized presentation, negotiation and customer service skills
+ Creative thinker who challenges the status quo
+ Strong analytic/diagnostic skills and attention to detail
**Education:**
+ Bachelor's degree or equivalent work experience required
---
**Job Family Group:**
Technology
---
**Job Family:**
Infrastructure
---
**Time Type:**
Full time
---
**Primary Location:**
Irving Texas United States
---
**Primary Location Full Time Salary Range:**
$125,760.00 - $188,640.00
In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
**Anticipated Posting Close Date:**
Oct 09, 2025
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi ( ._
_View Citi's EEO Policy Statement ( and the Know Your Rights ( poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
View Now
4
Problem Support Manager
22151 Springfield, Virginia
TekSynap
Posted 15 days ago
Job Viewed
Job Description
**Responsibilities & Qualifications**
**RESPONSIBILITIES**
The Problem Support Manager is 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 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 Problem Management process and for ensuring that problems are managed and reported in accordance with the Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the Problem Manager for the on-going improvement of Problem Management Process.
**REQUIRED QUALIFICATIONS**
+ Experience: At least Ten (10) Plus years of experience in network operations
+ Education: Bachelor's Degree in related technical field. or equivalent experience
+ Background Investigation is required
+ Certifications preferred include: ITIL
+ Certifications preferred include: Level II CCNA or Net+ Router/switching/FW/load balancing proficiency with Four to Six (4-6) years' experience
**Overview**
We are seeking a Problem Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting. The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.
TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at .
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be foundhere ( .
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**COMPETENCIES**
+ Oral Communication
+ Written Communication
+ Strategic Thinking
+ Technical Expertise
+ Initiative
+ Foster Innovation
+ Results Oriented
+ Teamwork
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Springfield or Ashburn, Virginia
+ Remote or In-Person: 100% Onsite
+ Type of environment: Office
+ Noise level: Medium
+ Work schedule: Schedule is day shift Monday - Friday.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
+ S. Citizen
+ Background Investigation is required
**Job Locations** _US-VA-Ashburn | US-VA-Springfield_
**ID** _ _
**Category** _Technical Support/Help Desk_
**Type** _Regular Full-Time_
**RESPONSIBILITIES**
The Problem Support Manager is 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 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 Problem Management process and for ensuring that problems are managed and reported in accordance with the Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the Problem Manager for the on-going improvement of Problem Management Process.
**REQUIRED QUALIFICATIONS**
+ Experience: At least Ten (10) Plus years of experience in network operations
+ Education: Bachelor's Degree in related technical field. or equivalent experience
+ Background Investigation is required
+ Certifications preferred include: ITIL
+ Certifications preferred include: Level II CCNA or Net+ Router/switching/FW/load balancing proficiency with Four to Six (4-6) years' experience
**Overview**
We are seeking a Problem Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting. The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.
TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at .
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be foundhere ( .
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**COMPETENCIES**
+ Oral Communication
+ Written Communication
+ Strategic Thinking
+ Technical Expertise
+ Initiative
+ Foster Innovation
+ Results Oriented
+ Teamwork
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Springfield or Ashburn, Virginia
+ Remote or In-Person: 100% Onsite
+ Type of environment: Office
+ Noise level: Medium
+ Work schedule: Schedule is day shift Monday - Friday.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
+ S. Citizen
+ Background Investigation is required
**Job Locations** _US-VA-Ashburn | US-VA-Springfield_
**ID** _ _
**Category** _Technical Support/Help Desk_
**Type** _Regular Full-Time_
View Now
5
Problem Support Manager
20147 Ashburn, Virginia
TekSynap
Posted 15 days ago
Job Viewed
Job Description
**Responsibilities & Qualifications**
**RESPONSIBILITIES**
The Problem Support Manager is 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 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 Problem Management process and for ensuring that problems are managed and reported in accordance with the Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the Problem Manager for the on-going improvement of Problem Management Process.
**REQUIRED QUALIFICATIONS**
+ Experience: At least Ten (10) Plus years of experience in network operations
+ Education: Bachelor's Degree in related technical field. or equivalent experience
+ Background Investigation is required
+ Certifications preferred include: ITIL
+ Certifications preferred include: Level II CCNA or Net+ Router/switching/FW/load balancing proficiency with Four to Six (4-6) years' experience
**Overview**
We are seeking a Problem Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting. The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.
TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at .
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be foundhere ( .
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**COMPETENCIES**
+ Oral Communication
+ Written Communication
+ Strategic Thinking
+ Technical Expertise
+ Initiative
+ Foster Innovation
+ Results Oriented
+ Teamwork
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Springfield or Ashburn, Virginia
+ Remote or In-Person: 100% Onsite
+ Type of environment: Office
+ Noise level: Medium
+ Work schedule: Schedule is day shift Monday - Friday.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
+ S. Citizen
+ Background Investigation is required
**Job Locations** _US-VA-Ashburn | US-VA-Springfield_
**ID** _ _
**Category** _Technical Support/Help Desk_
**Type** _Regular Full-Time_
**RESPONSIBILITIES**
The Problem Support Manager is 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 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 Problem Management process and for ensuring that problems are managed and reported in accordance with the Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the Problem Manager for the on-going improvement of Problem Management Process.
**REQUIRED QUALIFICATIONS**
+ Experience: At least Ten (10) Plus years of experience in network operations
+ Education: Bachelor's Degree in related technical field. or equivalent experience
+ Background Investigation is required
+ Certifications preferred include: ITIL
+ Certifications preferred include: Level II CCNA or Net+ Router/switching/FW/load balancing proficiency with Four to Six (4-6) years' experience
**Overview**
We are seeking a Problem Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network(s) Management, Operations, and Maintenance for all Network(s) infrastructure. Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of events related to network communications, network utilization and availability analysis and reporting. The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.
TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at .
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be foundhere ( .
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**COMPETENCIES**
+ Oral Communication
+ Written Communication
+ Strategic Thinking
+ Technical Expertise
+ Initiative
+ Foster Innovation
+ Results Oriented
+ Teamwork
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Springfield or Ashburn, Virginia
+ Remote or In-Person: 100% Onsite
+ Type of environment: Office
+ Noise level: Medium
+ Work schedule: Schedule is day shift Monday - Friday.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
+ S. Citizen
+ Background Investigation is required
**Job Locations** _US-VA-Ashburn | US-VA-Springfield_
**ID** _ _
**Category** _Technical Support/Help Desk_
**Type** _Regular Full-Time_
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6
NOC Problem Support Manager
20147 Ashburn, Virginia
T-REX
Posted today
Job Viewed
Job Description
NOC Problem Support Manager at T-REX summary:
The NOC Problem Support Manager oversees the lifecycle of network infrastructure problems within the U.S. Customs and Border Protection Network Operations Center. They ensure timely incident detection, problem resolution, and continuous improvement of problem management processes in a 24/7 operational environment. The role requires extensive networking expertise, leadership skills, and adherence to compliance and security standards.
T-Rex Solutions is seeking a results-driven NOC Problem Support Manager to support our U.S. Customs and Border Protection (CBP) Network Operations Center (NOC). The program objective is to provide ongoing support for CBP's NOC and Wireless Network Operations Center (WNOC), which are critical components within the Office of Information and Technology. These centers perform real-time monitoring, proactive maintenance, incident detection and response, problem resolution, and network performance reporting across CBP's nationwide enterprise. They ensure network stability, availability, and the rapid escalation and resolution of technical issues. This is a 24x7x365 operation with work performed on-site in Ashburn, VA.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.
Requirements:
- 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.
- Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA
- 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.
- US citizenship required
- Ability to obtain and maintain a CBP public trust clearance
Desired Skills:
- Experience directly supporting DHS, CBP or ICE Network Operations
- Active CBP clearance, or DOD Secret clearance or higher
T-Rex Overview
Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.
T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.
T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
In compliance with pay transparency guidelines, the annual base salary range for this position is $110,000 - $155,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.
T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.
Keywords:
Network Operations Center, problem management, network infrastructure, incident detection, trend analysis, network stability, ITIL, enterprise networking, technical issue resolution, CBP
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7
Incident/Problem/Queue Manager
20080 Washington, District Of Columbia
Leidos
Posted today
Job Viewed
Job Description
**Description**
The Digital Modernization Sector has an opening for an Incident/Problem/Queue Manager to work in Washington, DC.
**Specific duties include:**
**Queue Management**
+ Provide subject matter expertise in quality management of ticket handling and content, as well as applied technical services
+ Provide quality oversight of ticket handling procedures, ticket content, categorizations, prioritizations, routing and escalation, kickbacks, and closure
+ Intake and triage of Incident and Request tickets received through ServiceNow
+ Assign tickets to appropriate queues and/or service support technicians
+ Manage technician workload balance by queue assignment and queue management
+ Will support tickets being entered through Self Service Portal for accuracy and assignment
+ Apply subject matter expertise to continuous process improvement
+ Responsible for refinement and development Standard Operating Procedures and work instructions for the Queue Management
+ Support communications between queue owners, technicians, and team leads for the rollout of new processes and remediation of ticket handling, ticket quality anomalies, and Incident Management
+ Will oversee and report on tickets unassigned, open, and aging ticket at an enterprise level
+ Attend ad hoc meetings relating to briefing status of tickets and continuous improvement efforts
+ Run ad hoc ServiceNow report for customer and management request
+ Create automated ServiceNow reports
**Incident & Problem Management**
+ Responsible to oversee entire Incident lifecycle, from initial reporting to resolution, pertaining to outages and Major Incidents
+ Identified root cause of recurring Incidents, implement solutions, and document known errors to prevent reoccurring issues for problem tickets
+ Act as the escalation POC for all outages and problems, coordinate with system owners to ensure timely resolution
+ Provide updates to management on outage status, coordinate with communication team to send outage notice to end users, and brief outage status and problem in daily operations meeting
+ Responsible for refinement and development Standard Operating Procedures, Work Instructions, and Workflows for the Incident and Problem Management
+ Responsible for data analysis and reporting for track trends and reoccurring issues and adhere to outage escalation process
**Requirements:**
**BS Degree and 4+ years experience. Additional years of experience may be substituted in lieu of degree.**
+ Assist with ticket monitoring (including all methods of ticket generation i.e. phone, email etc.).
+ Check ticket quality, validate, and complete customer contact information submitted in tickets.
+ Determine ticket detail information (identifying customer detail requirements pertaining to the request).
+ Assign tickets to appropriate technicians.
+ Monitor the technicians' ticket queues daily.
+ Coordinate with other lines of service before transferring tickets or accepting tickets from other queues.
+ Maintain knowledge of applicable service level agreements (SLAs).
+ Provide advice on potential process improvement for general ticket and queue management.
+ Must be extremely proficient with ServiceNow and Incident/problem management
+ Strong experience and knowledgeable with ServiceNow Incident Module, Request/Task Module, and ServiceNow Reporting
+ Strong experience and knowledge of MS Office suite, especially Excel (pivot tables, formulas, etc.)
+ Experience with ITIL processes
+ Detail oriented
+ Ability to multi-task in a high tempo environment
+ Must have experience creating workflows, SOPs, work instructions, and any other requirement documents pertaining to Queue Management and Incident & Problem Management
+ Must be able to obtain and maintain a public trust clearance
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
October 7, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $63,700.00 - $115,150.00
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.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.
The Digital Modernization Sector has an opening for an Incident/Problem/Queue Manager to work in Washington, DC.
**Specific duties include:**
**Queue Management**
+ Provide subject matter expertise in quality management of ticket handling and content, as well as applied technical services
+ Provide quality oversight of ticket handling procedures, ticket content, categorizations, prioritizations, routing and escalation, kickbacks, and closure
+ Intake and triage of Incident and Request tickets received through ServiceNow
+ Assign tickets to appropriate queues and/or service support technicians
+ Manage technician workload balance by queue assignment and queue management
+ Will support tickets being entered through Self Service Portal for accuracy and assignment
+ Apply subject matter expertise to continuous process improvement
+ Responsible for refinement and development Standard Operating Procedures and work instructions for the Queue Management
+ Support communications between queue owners, technicians, and team leads for the rollout of new processes and remediation of ticket handling, ticket quality anomalies, and Incident Management
+ Will oversee and report on tickets unassigned, open, and aging ticket at an enterprise level
+ Attend ad hoc meetings relating to briefing status of tickets and continuous improvement efforts
+ Run ad hoc ServiceNow report for customer and management request
+ Create automated ServiceNow reports
**Incident & Problem Management**
+ Responsible to oversee entire Incident lifecycle, from initial reporting to resolution, pertaining to outages and Major Incidents
+ Identified root cause of recurring Incidents, implement solutions, and document known errors to prevent reoccurring issues for problem tickets
+ Act as the escalation POC for all outages and problems, coordinate with system owners to ensure timely resolution
+ Provide updates to management on outage status, coordinate with communication team to send outage notice to end users, and brief outage status and problem in daily operations meeting
+ Responsible for refinement and development Standard Operating Procedures, Work Instructions, and Workflows for the Incident and Problem Management
+ Responsible for data analysis and reporting for track trends and reoccurring issues and adhere to outage escalation process
**Requirements:**
**BS Degree and 4+ years experience. Additional years of experience may be substituted in lieu of degree.**
+ Assist with ticket monitoring (including all methods of ticket generation i.e. phone, email etc.).
+ Check ticket quality, validate, and complete customer contact information submitted in tickets.
+ Determine ticket detail information (identifying customer detail requirements pertaining to the request).
+ Assign tickets to appropriate technicians.
+ Monitor the technicians' ticket queues daily.
+ Coordinate with other lines of service before transferring tickets or accepting tickets from other queues.
+ Maintain knowledge of applicable service level agreements (SLAs).
+ Provide advice on potential process improvement for general ticket and queue management.
+ Must be extremely proficient with ServiceNow and Incident/problem management
+ Strong experience and knowledgeable with ServiceNow Incident Module, Request/Task Module, and ServiceNow Reporting
+ Strong experience and knowledge of MS Office suite, especially Excel (pivot tables, formulas, etc.)
+ Experience with ITIL processes
+ Detail oriented
+ Ability to multi-task in a high tempo environment
+ Must have experience creating workflows, SOPs, work instructions, and any other requirement documents pertaining to Queue Management and Incident & Problem Management
+ Must be able to obtain and maintain a public trust clearance
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
October 7, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $63,700.00 - $115,150.00
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.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.
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