Lead Problem Management SME

4 weeks ago


Arlington, Virginia, United States Empower AI Full time

Job Title: Lead Problem Management SME

Job Summary:

We are seeking a highly skilled Lead Problem Management SME to join our team at Empower AI. 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, including unknown causes of incidents, and analyze trend data of systems, capabilities, costs, flexibility, performance, and reliability of existing infrastructure.
  • Identify operational gaps and recommend solutions to improve capabilities and performance for IT services and minimize disruptions to end users.
  • Support the primary objectives of problem management, which are to prevent problems and resulting incidents from happening, eliminate recurring incidents, identify weaknesses in processes, propose applicable resolutions, and minimize the impact of incidents that cannot be prevented.
  • 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 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.

About Empower AI:

Empower AI is a VEVRAA Federal Contractor and is 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.



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