Problem Support Manager

2 weeks ago

Ashburn, Virginia, United States Tyto Athene, LLC Full time $104,000 - $170,000 per year

Tyto Athene is searching for a Problem Support Manager to support a 24x7x365 NOC for a law enforcement customer in Ashburn, VA.

Responsibilities:

  • Managing the lifecycle of all network infrastructure problems

  • Making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors

  • Performing trend analysis of incidents to prevent future incidents from happening

  • Problem identification, recording, investigation and diagnosis

  • Communicating with the CBP Problem Manager and other GSs for all problems

  • Act as the contract Point of Contract (POC) for all Problem oversight and coordination

  • 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

  • Ensuring that all problems are properly resolved and closed

  • Providing recommendations to the CBP Problem Manager for the on-going improvement of the Problem Management Process

Qualifications

Required:

  • Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA 
  • 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  
  • 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

Clearance:

  • Current CBP BI highly desired

Location: 

  • Ashburn, VA / Springfield, VA
About Tyto Athene

Compensation:

  • Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

  • Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.
Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.  At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?  Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.

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