Problem Support Manager

Responsibilities

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 events related to network communications, network utilization and availability analysis and reporting.

The NOC is staffed 24x7x365 with three (3) shifts and handles approximately 4,000 tickets a month.

The Problem Support Manager is responsible for managing the lifecycle of all network infrastructure problems.

Responsibilities include:

making temporary solutions (workarounds) available to incident management; managing development of final solutions for known errors; performing trend analysis of incidents to prevent future incidents; problem identification, recording, investigation and diagnosis; communicating with the Problem Manager and other GSs for all problems; acting as the contract Point of Contract (POC) for all Problem oversight and coordination; ensuring effective implementation of the Problem Management process;

ensuring all problems are properly resolved and closed; providing recommendations for ongoing improvement of the Problem Management Process.

• At least ten (10) years of experience in network operations
• Router/switching/FW/load balancing proficiency with 4‑6 years’ experience
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments, including the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations.

• Bachelor’s degree in a related technical field or equivalent experience

• ITIL, Level II, CCNA, or Net+
• Router/switching/FW/load balancing proficiency with 4‑6 years’ experience

• Background Investigation required

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Tek Synap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”).

This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.