- The primary goal of Problem Management is to prevent incidents or situations from occurring, and if they do occur, prevent them from occurring repeatedly.
- Support major incident/problem management and Root Cause Analysis activities related to a SaaS application.
- Understanding of major incident and problem management, including services restoration.
- Expand and codify a robust problem management process across all program support areas. Following the ITIL problem management guidelines.
- Conduct activities such as prioritization, investigation, analysis, and documentation of areas and workarounds.
- Bachelor's Degree and a minimum of 14 years' experience required. An additional 4 years of related technical work experience may be substituted in lieu of degree.
- Minimum on an active Secret security clearance is required.
- Agile, ITIL, Service Now or equivalent certification required.
- Experience with implementing and supporting IT Infrastructure Library (ITIL) framework.
- Experience with Agile framework for Service Management and ServiceNow Software as a Service (SaaS).
- Experience implementing or supporting SLAs (Ticket Open, Customer Satisfaction, and Incident Root Cause Analysis (RCA).
- Experience managing large teams and working with government senior level and/or executive level leadership.
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Senior IT Manager - Washington, United States - Peraton
Description
Responsibilities
The Senior IT Manager role will be based in the DC/Metro region and tele-work may be available. Selected candidate must be able to support occasional travel as necessary.
Key Responsibilities:
*Contingent on Contract Award*
Qualifications
Basic Qualifications:
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit to learn how we're keeping people around the world safe and secure.
