Senior Problem Management Specialist

Classification: Exempt Position

Qualifications:

IntelliDyne is looking for a hands-on problem manager capable of leading the problem management team on daily basis to address IT operations issues as they arise.  The Lead Problem Manager is responsible for working with the customer, managing these tasks, and assigning priorities to the team on an ongoing basis.  If there are no immediate trouble spots, the customer will assign other projects to the team on a daily basis.  The objective is to provide continuity for a wide range of IT business solutions to its customers, providing secure, reliable, and highly available IT business solutions to fulfill program requirements, serving a few thousand end-users located within the Washington, DC area.  The Senior Problem Manager will ensure the team provides effective enterprise-level support and services which provide the Government customer the resources needed to achieve its operational objectives.  The qualified candidate must be capable of performing problem management duties that cover the scope of this job description whenever needed.

 

Required:

    • A Bachelor’s degree in an IT or a related field
    • Current MCSA, VCA and CCNA or higher certifications
    • 6+ years of experience troubleshooting enterprise class information technology systems
    • Must be a U.S. Citizen and be able to obtain and maintain a Top Secret security clearance

Responsibilities:

  • Identify strengths and weaknesses of the team members and work with each one on improvement areas while offering continual support to each engineers’ personal and professional development goals
  • Properly oversee activities on the IT Operations and Application Development teams and be able to keep the projects moving along while maintaining a strict focus on operational continuity
  • Provide oversight for remote and on-site support until the incidents are resolved
  • Provide a root cause and mitigation analysis post-incident within 24 hours

A successful candidate for this position would possess the following skills/traits:

  • Technical:
    • Ability to learn various technologies quickly
    • Technical minded (in execution) but business focused (in planning)
    • Focus on precision and detail when performing duties
    • Willingness to leverage Vendor Support contracts for system changes and troubleshooting
  • Operational:
    • Comprehensive in planning, execution and documentation
    • Go-Getter or Self-Starter; ability to work with light instruction
    • Willingness to cross-train or mentor team members
    • Ability to understand the big picture
  • Professional:
    • Ability to shift focus and priorities on a daily basis
    • Excellent written and verbal communication
    • Excellent customer service skills
    • Willingness to participate in lower level support as a surge resource when needed
  • Managerial/Leadership:
    • Ability to assist team members in improving non-technical skills
    • Excellent team interaction and communication
    • Willingness to provide instruction as needed but not micro-manage team members
    • Ability to: understand the big picture, problem, or goal; create 50% of the solution independently; work with engineers to finalize a plan of action; and participate at an engineering and operational level as needed (i.e. fill gaps in expertise on project)

 

IntelliDyne 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, or protected veteran status and will not be discriminated against on the basis of disability.

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