Problem Support Manager

ASRC Federal • Springfield, VA

20d • Onsite

About The Position

ASRC Federal is seeking a Problem Support Manager for its critical contracts. U.S. Customs and Border Protection (CBP) serves as a premier law enforcement agency enhancing the nation's safety, security, and prosperity through collaboration, innovation, and integration. With approximately 64,000 employees, CBP is one of the world's largest law enforcement organizations. CBP’s mission to secure America’s borders, facilitate lawful trade and travel, and support national security depends on uninterrupted, secure, and responsive network operations. The NOC (Network Operations Center) and WNOC(Wireless NOC) form the backbone of CBP’s technological capabilities, enabling real-time monitoring, incident management, and operational continuity 24 hours a day, 7 days a week, 365 days a year. These services are not merely supportive – they are foundational. Without secure and operational network infrastructure, CBP cannot function. The CBP NOC/WNOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians. The facilities are located the Ashburn, Virginia, Springfield, Virginia, and in Orlando, Florida, and staffed as active/active operations centers. The primary NOC worksite is in Springfield & Ashburn, Virginia. The Problem Support Manager is 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.

Requirements

• 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.
• Current, active EOD (Entry On Duty) for the DHS Background check

Nice To Haves

• 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.

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.
• Acting at 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees