Problem Support Manager

Role: Problem Support Manager Company: Arch Systems Client: DHS Location: Remote Type: Full-time / Consulting Mandatory: Candidates must possess prior experience working with the Department of Homeland Security (DHS), demonstrating a thorough understanding of DHS policies, procedures, and compliance requirements. Prior DHS experience is essential to ensure familiarity with federal security standards, Risk Management Framework (RMF) processes, and agency-specific protocols, enabling the candidate to effectively contribute to system security operations and maintain adherence to DHS directives. Job Description: Responsible for managing the lifecycle of all network infrastructure problems. Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors. Responsible for performing trend analysis of incidents to prevent future incidents from happening. Responsible for problem identification, recording, investigation and diagnosis. Responsible for communicating with the CBP Problem Manager and other GSs for all problems. Will act at the contract Point of Contract (POC) for all Problem oversight and coordination. Responsible for the effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the CBP Problem Manager for the on-going improvement of the Problem Management Process. The Problem Support Manager highly desired qualifications are: Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA Bachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications. A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises. Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers). Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications. Showcase leadership abilities by managing projects and teams. Be proficient in project management and have knowledge of security and compliance issues. ServiceNow Problem/Change/Knowledge experience; correlates data from monitoring stacks to confirm root cause. Updates SOPs/knowledge based on findings; partners with Incident/Technical leads to prevent recurrence. CBP BI and/or Secret/TS clearance preferred Job Types: Full-time, Contract Pay: From $120,000.00 per year Application Question(s): Do you possess CBP BI (Customs and Border Protection Background Investigation) and/or Secret/TS clearance? Experience: networking experience administering enterprise infra: 6 years (Preferred) networking concepts, infrastructure, and equipment : 3 years (Preferred) License/Certification: ITIL v3, CCNA, CCNP, CompTIA (Preferred) Work Location: Remote