Peraton Corporation

  • Information Technology Problem Manager

    Job Locations US-VA-Herndon
    Posted Date 6 months ago(9/19/2018 3:12 PM)
    Requisition ID
    2018-6501
    Category
    Information Technology
    Clearance Status
    None
    Security Clearance
    None
  • Overview

    This position is responsible for driving high priority incident resolution efforts, root cause analysis and problem remediation, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems.

     

    The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

    Responsibilities

    What you'll do...

    • You will be responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization.
    • Host Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
    • Manage the life cycle of all Problem records from Incident to root cause investigation.
    • You'll own the process of seeing this through to permanent problem resolution and closure.
    • You'll drive complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
    • Conduct QA around Problem Management validation of known error resolution and final validation, protecting the production environment.
    • Partner with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
    • Engage on ITSM projects and any related initiatives with little to no supervision.
    • Possess project delivery skills and experience working directly with stakeholders, customers, and clients.
    • Facilitate the discussion between Problem owners and the infrastructure teams in order to apply lessons learned through root cause analysis to outline objectives that can be completed in order to design more resilient systems.
    • You'll also own the Problem Management process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored.

    Qualifications

    You'd be a great fit if...

    • You have 7 or more year’s relevant experience with Incident, Request, Problem Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools
    • You have an understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalogue Management, Availability Management, Continuous Improvement, Service reporting and KPIs
    • You possess a broad understanding of all aspects of applications and infrastructure components
    • You're proficient in various tools relating to the management of Incident, Change, Problem, Knowledge Management and reports.
    • You have knowledge of Risk Management, Compliance, Audit, Information Security and Technical Privacy
    • You have excellent problem solving skills

    What you’ll get…

    • An immediately-vested 401(K) with employer matching
    • Comprehensive medical, dental, and vision coverage
    • Tuition assistance, financing, and refinancing
    • Company-paid infertility treatments
    • Cross-training and professional development opportunities
    • Influence major initiatives

    About Peraton

    Are you ready to join the next-generation of national security? Peraton is a fresh name in the industry with an established portfolio and legacy going back more than a century. We work differently than our peers – with agility, the freedom to innovate, an entrepreneurial spirit and a culture of responsibility. As part of the Peraton team, you’ll be part of our movement to build a great company, solve the most daunting challenges facing mankind today, to protect and promote freedom around the world, and to secure our future, for our families, our communities, our nation, and our way of life.

    EEO Statement

    We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

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