Problem Support Manager

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

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.

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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 found here.

"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".

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