Problem Management Lead

الوصف الوظيفي
Job Description
Description

SAIC is seeking an experienced Problem Management Lead to work 100% remote

SAIC is seeking an experienced professional to be part of the Enterprise Operations Team leading the Problem Management Program.  The Lead of Problem Management drives technical support teams to analyze services after periods of service disruption or outages to key technology platforms/applications. The Lead of Problem Management works on problems of diverse scope and complexity ranging from moderate to substantial.  This position will collaborate with leaders across the IT enterprise and also with vendor partners on status, outcomes and needs of production incidents.  This role will aide in identification, prioritization and root cause analysis of production support incidents impacting supported lines of business. This position requires an in-depth understanding of the SDLC, incident resolution, using data and analytics to drive down ticket volumes and improve resolution times.

Duties Include:

Analyzes and communicates incident status and risks to senior level leaders in direct and partnering organizations and recommends/influences necessary course of action
Resolves a variety of complex issues through evaluative judgement and analytical thought and experiences
Exhibits advanced and comprehensive knowledge of several areas across the organization, IT testing, and has advanced understanding of the industry and best practices
Manages Root Cause Analysis (RCA) process
Analyzes data from IT incidents to find trends, repeatable issues, and application/infrastructure potential concerns
Conducts after-action reviews of critical incidents to identify what measures can be put into place to make sure similar of incidents are avoided
Leads meetings with IT Subject Matter Experts on root cause details of incidents
Documents all problems and resolutions of critical incidents
Works with the Network Operations Center and all relevant teams on any outages and ensures that a root cause is identified and documented
Schedules and leads the Root Cause Analysis (RCA) Board meetings
Conducts statistical analysis on data and information to ensure correct predictive forecasting or classification
Major contributor and works hand in hand with incident Management team to document, track, and maintain information about incidents, problems, and known errors/workarounds
Qualifications

Required Experience:

Overall high-level knowledge of IT as a whole to include network, servers, endpoint, cyber, and cloud technologies
Hands on experience with enterprise ticketing system like ServiceNow or Remedy
1+ years of incident management related work experience
Trending Analysis Experience
Metrics and Data analysis
8 or more years of experience working in technology, operations and/or production support
Experience in problem analysis and process documentation
Experience working in cross-functional, collaborative teams
Experience with Software Development Lifecycle and SAFE Agile Development Methodologies
Must be able to effectively use complex analytical, interpretive and problem solving techniques
Must be able to communicate with senior level leaders on complex, technical problems with the ability to guide and influence decisions with diplomacy
Must be able to organize and manage multiple priorities and projects
Must be able to quickly adapt to changes in a fast-paced environment
Proficiency with Microsoft Office applications and presenting to senior management using data and information from these tools
Good oral and written skills
Desired Qualifications:

Previous experience leading or having direct influence over production support functions
ITIL Intermediate-level certification
Thorough knowledge of business functions and extensive understanding of business operations, strategies and objectives
Knowledge of IT concepts, strategies and methodologies
Intermediate knowledge of Process and IT service management concepts
Experience in technical problem solving and crisis management concepts
Ability to promote a team environment
Education:

Bachelors and ten (10) years or more of related experience; Masters and eight (8) years or more experience ; PhD or JD and five (5) years or more experience. Experience may be accepted in lieu of degree
BS/BA in Computer Science, Information Systems, Engineering, Business, Physical Science, or other technology-related discipline

COVID Policy: Prospective and/or new employees are required to adhere with SAIC’s vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC’s vaccination policy.
Target salary range: $115,001 - $125,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation’s technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers’ missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

تفاصيل الوظيفة
منطقة الوظيفة الأحساء, المملكة العربية السعودية
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة غير محدد
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد

https://www.bayt.com/ar/saudi-arabia/jobs/problem-management-lead-64378270/