Problem Support Manager

• CWS seeks a Problem Support Manager to lead the problem management function for the U.S.
• Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract.
• The Problem Support Manager leads the Problem Management function, ensuring identification and elimination of root causes impacting network availability.

Duties & Responsibilities

• Conduct root cause analysis (RCA) for recurring incidents.
• Maintain and manage problem records in ServiceNow.
• Identify corrective and preventive actions.
• Provide trend analysis reports to CBP stakeholders.
• Coordinate problem review boards and follow-up activities.

Required Qualifications

• 6+ years of experience in problem or network support management.
• Bachelor’s in IT, Engineering, or related field.
• ITIL v3 and CCNA certification.

Preferred Qualifications

• CCNP or CompTIA Network+ certification.
• Experience with Federal ITIL processes.

Place of Performance

• Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).

Clearance

• Must have favorably passed a full five (5) year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.