- 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.
