Tyto Athene is searching for a Problem Support Manager to support a 24x7x365 NOC for a law enforcement customer in Ashburn, VA.

Responsibilities:

• Managing the lifecycle of all network infrastructure problems

• Making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors

• Performing trend analysis of incidents to prevent future incidents from happening

• Problem identification, recording, investigation and diagnosis

• Communicating with the CBP Problem Manager and other GSs for all problems

• Act as the contract Point of Contract (POC) for all Problem oversight and coordination

• 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

• Ensuring that all problems are properly resolved and closed

• Providing recommendations to the CBP Problem Manager for the on-going improvement of the Problem Management Process

Required:

• 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
• US Citizenship required

Clearance:

• Current CBP BI highly desired
• Must have the ability to obtain and maintain a CBP Public Trust clearance

Location: 

• Ashburn, VA / Springfield, VA

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.