Want to know if this job is worth applying to?
Sterling, Virginia, United States
Onsite
The Opportunity: We are seeking an experienced ITIL Network Problem Management Quality Assurance Lead to ensure the effectiveness and efficiency of our network problem management processes. The successful candidate will be responsible for implementing quality assurance measures, conducting audits, and driving continuous improvement in alignment with ITIL best practices.
Responsibilities:
Lead the development and implementation of ITIL-based problem management strategies and processes for network operations
Oversee regular audits of the problem management system to ensure compliance to customer policies, directives and governance and identify areas for improvement
Develop and implement quality assurance processes for network problem management
Analyze problem management metrics and KPIs to identify areas for improvement
Ensure proper documentation and categorization of network problems
Collaborate with network engineering teams to conduct root cause analysis, implement preventive measures, and reduce recurring issues
Develop and maintain quality standards for problem management processes
Provide training and guidance on ITIL problem management best practices
Create and present reports on problem management performance to stakeholders
Drive continuous improvement initiatives within the problem management function
Lead a team of problem management analysts, providing guidance, mentorship, and performance evaluations
Coordinate with other ITSM process owners to integrate problem management with incident, problem, and change management processes.
Drive continuous improvement initiatives
Report on problem management performance to senior management and stakeholders
Develop and deliver training programs on ITIL problem management best practices
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field
10+ years of experience in network operations, quality assurance, or related roles
TS/SCI with Poly required
Experience with major ITSM platforms (e.g., ServiceNow, BMC Remedy)
ITIL certification in Problem Management
Strong knowledge of network technologies and protocols
Experience with quality assurance methodologies and auditing processes
Excellent analytical and problem-solving skills
Strong leadership and team collaboration abilities
Outstanding communication and reporting skills
Proficiency in ITSM tools and data analysis software
Desired:
Knowledge of other IT frameworks like COBIT or ISO/IEC 20000
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Pay Range:
There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
The proposed salary range for this position is:
$120,800 - $265,800