Lead Problem Management SME
3 weeks ago
As a key member of the Empower AI team, you will provide support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract. Your primary objective will be to manage the lifecycle of all problems, analyze trend data, and identify operational gaps to propose applicable resolutions.
**Responsibilities:**
* Manage the lifecycle of all problems, including unknown causes of incidents and trend data analysis
* Identify operational gaps and propose applicable resolutions
* Support the primary objectives of problem management, including preventing problems and resulting incidents, eliminating recurring incidents, and minimizing disruptions to end users
* Provide problem categorization and prioritization, diagnosis and resolution, and ensure that problem details are recorded for a full historic record
**Qualifications:**
* Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems
* 7 recent years of documented experience relevant to this key position
* Information Assurance (IA) certification
* DoDI 8570 IAT II certification
* Recent and relevant technical certification
* Top Secret security clearance
* Experience in analyzing possible solution designs flaws, identifying problems current and trending, and document proposed solutions
* Knowledge in determining and identifying high-level functional and technical requirements
* Experience working with Senior IT administrators and engineers to perform analysis on problems within the environment
* Knowledge of current server technology, including cloud computing, Blade Server, enterprise storage, unified communications, and virtualization technology
* Technical capabilities, including knowledge of Active Directory, CAC/PKI, DNS/DHCP/WINS, and how they integrate in the Active Directory infrastructure
* Experience in Windows environment on Server 2008, Server 2012, and Windows 7 and/or Windows 10 operating systems environments
* Possess IT engineering/Problem Management certification (i.e. ITIL)
* Demonstrated ability for oral and written communication with the highest levels of management
**About Empower AI:**
Empower AI is a VEVRAA Federal Contractor. We are committed to providing equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.
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