IntelliDyne, LLC

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ITIL Problem Manager

ITIL Problem Manager

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# Positions 
Experience (Years) 
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Required Skills:

  • Must be comfortable working in a high stress, fast paced environment shifting priorities.
  • Excellent communications skills (verbal and written)
  • Self-starter who can find and resolve issues pertaining to all of IntelliDyne’s offerings
  • Knowledge of networking concepts and protocols to perform network status checks as part of normal surveillance activities.
  • Ability to write technical documentation and create management reports and metrics
  • Ability to provide both hands on solutions and supervision of projects
  • Ability to successfully interface with a wide range of personnel within the organization
  • Excellent written and verbal communication skills.
  • Administer performance reviews and mentor staff Certificates, Licenses, registrations

Minimum Qualifications:

  • BA/BS degree desired
  • Minimum 3-5 years Incident & Problem Management experience
  • Strong problem solving and troubleshooting skills required
  • Good understanding of supporting Tier 1, 2 & 3 operations
  • Good understanding of the ITIL framework
  • ITIL v.3 Foundation Certification
  • Good organizational skills
  • DOJ Public Trust Eligible (Active EOD highly preferred)


    • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
    • Prevent the replication of Problems across the network
    • Monitors the effectiveness of error control and makes recommendations for improvements
    • Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
    • Develop and report on metrics on performance, including but not limited to MTTR, # of escalations, and tickets.
    • Produces Problem Management reports and management information
    • Coordinates meetings to resolve problems
    • Work with cross-functional stakeholders to resolve problems
    • Drive all problems towards root cause identification and permanent fix
    • Plan projects, training, objectives, timelines, deliverables, and milestones
    • To meet/exceed and maintain service levels as assigned by management.
    • To meet/exceed expected reliability standards.
    • Willing to take ownership and take on other duties as assigned.
    • Need to have innovative approach as problems are unique and need to use different techniques.


Job Description:

INTELLIDYNE is currently looking for an outstanding ITIL Problem Manager to join our DOJ-ATR Office Automation Staff (OAS) - Information Systems Support Group based in the Washington, DC Metro area. INTELLIDYNE provides a variety of IT services through OAS including security engineering, project management, network/systems integration, engineering and design, field support services, end user services/service desk, IT training, application deployment and optimization, and systems operations and administration.


The Problem Manager is the single point of contact for one or more problems. Individual is responsible for ownership and coordination of actions of those problems.  Must analyze root causes, identify Known Errors and coordinate actions to fix the errors.  Responsible for designing and implementing improved processes and the build out of Known Error Database within Remedy/BMC Smart IT.  The Problem Manager must be proactive in identifying problems, analyses and recommend Service Improvement plans with the possible solutions obtained for technical teams.


Company Overview:


IntelliDyne, LLC is a growing Information Technology solutions and consulting company based in Fairfax, VA. Our company primarily serves government clients in the federal, state and local markets in locations across the United States. As a privately held, small to medium sized business, we offer clients, partners and employees flexibility and service that differentiates us from larger firms. We believe technology is a tool that, when used intelligently, can optimize a client organization’s processes, secure sensitive and protected information, aide the decision making process, and enable people to maximize their productivity and performance. We are always looking to expand our knowledge of new technology to drive innovative ways of solving problems. We’re looking for team members who share our enthusiasm, have a desire to provide excellent service and the experience and willingness to get the job done.


 IntelliDyne, L.L.C. is an equal opportunity employer.