Join our Talent Network >

Problem Manager

Job ID: 2011680
Location: AUGUSTA, GA, United States
Date Posted: Jul 11, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No

Share: mail

Job Description

Description

We are currently seeking a motivated, career and customer oriented Problem Manager to join our team to begin an exciting and challenging career with SAIC.

In this unique role you will:
· Review tickets ensuring quality standards are met
Complete reports to management related to agent trends, quality trends, and ticket trends.
· Submit weekly deliverables to the client
Analysis and reporting of incident trend data to identify and eliminate root causes.
· Managing root cause analysis between technical teams
Establish criteria to capture incidents for trending and RCA supporting efforts to improve operational stability in a proactive manner.
· Define, develop, and consult with team reporting, metrics, and analysis of deliverables as required; manage regularly scheduled closer and trend reports and analysis.
· Conduct formal evaluations of the entire AESD operations staff and report findings to the Operations Manager.
· Plan for and establish an organizational Continuous Improvement Process.

Qualifications

Qualifications: 
· Proven analytical and trend analysis skills 
· Attention to detail. 
· Excellent competency in Microsoft Excel and PowerPoint Excellent oral and written communication skills High level of self-motivation 

Education / Certification Requirements: 
· Computer Science or BS in Business preferred and 5 years relevant work experience. 
· ITIL v3 Foundations certification a plus. 
· Windows 10 or MCP 
· Security +

Interim Secret Clearance required with ability to obtain an maintain a Secret Clearance 


Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

Share: mail

Similar Jobs

Data Architect

United States
Information Technology

IT Support Analyst

FORT GORDON, GA, United States
Information Technology

Cloud One Data Transport Engineer

United States
Information Technology

Enterprise Data Governance Lead

United States
Information Technology

Business Analyst

United States
Information Technology

Problem Manager

AUGUSTA, GA, United States
Information Technology

Sr. Cyber System Administrator

FORT GORDON, GA, United States
Information Technology