Problem Manager

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the cant be done, solving the most daunting challenges facing our customers.

Responsibilities

The Problem Manager will have a broad IT background who is detail-oriented but can also see the "big picture" from an enterprise and IT architecture standpoint.

This candidate will be responsible for the problem management process. The successful candidate will be responsible for managing the lifecycle of all problems using defined risk-based analysis to ensure minimal disruption to IT systems and business processes.

• Position requires a current/active DoD Secret clearance and
• DoD 8570.1-M IAT level II certification (CompTIA CySA , CompTIA Security , CCNA-Security, GICSP, GSEC, or SSCP)

Specific job tasks include:

• Formalize and enhance IT problem framework (process and procedures), and deliver an ongoing training program for IT staff, business system owners, and business stakeholders
• Deploy and maintain IT processes to effectively support IT problem management.
• Facilitate IT Problem Review Board (PRB) meetings and real-time decision-making. Ensure participation across functional groups, issue meeting summaries, and update problem records with decisions resulting from the review meeting. Ensure that problem records meet all requirements to increase success factors and reduce the risk and recurrence of incidents that impact service quality.
• Champion the investigation, discovery, analysis, testing, implementation, and documentation of problems in partnership with Functional/Technical/Business Leads to assure timely, accurate, and holistic resolution of the issues.
• Monitor and evaluate IT execution to proactively identify opportunities for problem management to prevent incidents from occurring and drive service quality and availability.
• Own evidence-based metrics to demonstrate process effectiveness and make transparent controls.
• Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams.
• Maintain the known error database and appropriate knowledge base entries related to problem management.
• Analyze and categorize problem records to determine the type of investigation, escalation, and/or remediation needed.
• Perform trend analysis of business-critical services and historical events to identify trends and proactive opportunities.
• Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)
• Ensure communication of problem records, findings, and remediation plans to business stakeholders on behalf of the IT function.
• Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting.
• Develop process flow diagrams to support standard operating procedures.
• Responsible for key program management activities, milestones, and customer deliverables

Qualifications

• Requires BA/BS with 10-12 years of experience with at least 4 years of management level responsibility. Incumbent has specialized knowledge in at least one area of expertise and a general knowledge in 1-2 other areas.
• Current/Active DoD Secret clearance
• DoD 8570.1-M IAT level II certification (CompTIA CySA , CompTIA Security , CCNA-Security, GICSP, GSEC, or SSCP)
• Experience and knowledge of problem management principles, methodologies and tools
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Organized with a natural inclination for planning strategy and tactics
• Problem solving and root cause identification skills
• Able to work effectively at all levels in an organization
• Must be a team player and able to work collaboratively with and through others
• Acute business acumen and understanding of organizational issues and challenges
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Understand ITIL4 ITSM framework (Event, Incident, Change & Problem Management).
• Experience supporting a DoD network
• Must be proficient with all Microsoft 0365 applications/services/tools
• Experience with IT Service Management tools and continuous service improvement

Preferred

• Microsoft Certified Azure Fundamentals
• Experience with SAFe methodology
• Experience working in an enterprise cloud operations environment.
• ITIL V4 Foundation Certification
• Experience supporting large IT projects leveraging Agile methodology

For Colorado Residents
Colorado Salary Minimum: $89,835.20
Colorado Salary Maximum:$192,025.60

The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.

Salary : $1 - $1,000,000