Lead Problem Management Specialist

4 weeks ago


Arlington, Virginia, United States Empower AI Full time
Job Title: Lead Problem Management SME

Empower AI is seeking a highly skilled Lead Problem Management SME to join our team. As a key member of our team, you will provide support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract.

Responsibilities:
  • Manage the lifecycle of all problems, analyzing trend data and identifying operational gaps to recommend solutions that improve capabilities and performance for IT services.
  • Support the primary objectives of problem management, including preventing problems and incidents, eliminating recurring incidents, and proposing applicable resolutions.
  • Provide problem categorization and prioritization, diagnosis and resolution, and ensure that problem details are recorded for a full historic record.
  • Develop and maintain a knowledge base of all problem management incidents in a known error record database.
Qualifications:
  • Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems, and 2-7 years of documented experience relevant to this key position.
  • Information Assurance (IA) Certification: DoDI 8570 IAT II certification.
  • Computing Environment (CE) Certification: Recent and relevant technical certification.
  • Top Secret security clearance.
  • Experience in analyzing possible solution designs flaws, identifying problems current and trending, and documenting proposed solutions.
  • Knowledge in determining and identifying high-level functional and technical requirements to understand potential and realized problems in the environment.
  • 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 should include 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 an equal opportunity employer and affirms that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity.



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