Problem ManagerJob DescriptionAMS Technologies, LLC is seeking a
Problem Manager to support the U.S. Air Force Defensive Cyber Systems Program Management Office at
Joint Base San Antonio. This position will support the network services and infrastructure team by leading the Problem Management process for next-generation cyber defense mission systems that enable critical Air Force cyber operations.
The Problem Manager will play an important role in improving the reliability, availability, and performance of mission-critical cyber defense systems. This role is focused on identifying recurring issues, analyzing trends, determining root causes, and coordinating long-term corrective actions that reduce operational disruptions.
The ideal candidate is a strong communicator and problem solver who can work across operations, engineering, cybersecurity, configuration management, vendors, and government stakeholders. This position is not focused on day-to-day incident response, but rather on identifying systemic issues, driving permanent fixes, and supporting continuous service improvement across the mission environment.
On-Site Requirement: This position requires on-site support at
Joint Base San Antonio.
Primary ResponsibilitiesThe Problem Manager will be responsible for leading and supporting the full Problem Management lifecycle for mission-critical cyber defense systems. Responsibilities include:
- Lead the Problem Management process in accordance with established operational procedures and IT Service Management best practices.
- Review recurring incidents, system degradations, and operational trends to identify underlying root causes impacting mission system performance.
- Coordinate Root Cause Analysis activities with engineering teams, system administrators, software developers, cybersecurity personnel, and external vendors.
- Develop, document, and maintain Problem Records, Known Error Records, and corrective action plans within the enterprise service management platform, such as ServiceNow.
- Track corrective and preventive actions to ensure recurring issues are permanently resolved.
- Facilitate Problem Review Boards and technical working groups to prioritize and resolve systemic issues.
- Analyze incident trends, operational metrics, and system performance data to identify opportunities for improved reliability and service delivery.
- Coordinate with Change Management and Configuration Management teams to ensure corrective actions are implemented through approved governance processes.
- Develop and maintain dashboards, trend reports, and leadership briefings to communicate problem status, operational risks, and service health.
- Identify operational risks related to recurring system failures and recommend mitigation strategies to improve mission readiness.
- Support the development and refinement of operational procedures, knowledge articles, and lessons learned documentation.
- Provide regular updates, recommendations, and status briefings to program leadership and government stakeholders.
Clearance and Certification Requirements- Current active Secret clearance with the ability to obtain a TS/SCI clearance.
- Must meet the applicable DoD 8140 Intermediate Work Role 802 - IT Project Manager certification requirements in accordance with the DoD 8140 Qualification Matrix.
- ITIL 4 Foundation, ITIL 4 Managing Professional, or another recognized IT Service Management certification is preferred or may be required based on program needs.
Basic Qualifications- Must be a U.S. Citizen.
- Bachelor's degree in Information Technology, Cybersecurity, Computer Science, Engineering, or a related field with at least 5 years of relevant experience. An equivalent combination of education, training, and experience may be considered.
- Experience supporting Problem Management, Incident Management, or Service Management processes in an enterprise IT environment.
- Experience conducting Root Cause Analysis using structured methods to identify and resolve recurring or systemic issues.
- Ability to analyze operational metrics, incident trends, and system performance data to identify service improvement opportunities.
- Experience using enterprise IT Service Management platforms, such as ServiceNow, to manage Problem Records, Known Errors, corrective actions, and reporting.
- Ability to coordinate across technical teams, including infrastructure, networking, cybersecurity, systems administration, and software engineering.
- Working knowledge of enterprise infrastructure, mission systems, networking, and cybersecurity operations.
- Experience coordinating corrective actions through Configuration Management and Change Management processes.
- Strong analytical, organizational, written, and verbal communication skills.
- Ability to communicate technical findings clearly to program leadership and government stakeholders.
- Ability to manage multiple priorities in a fast-paced, mission-critical operational environment.
Preferred Qualifications- Experience supporting Air Force or Department of Defense cyber defense programs.
- Experience leading enterprise Problem Management or Continual Service Improvement initiatives.
- Experience supporting 24x7 Network Operations Centers, Security Operations Centers, or mission support organizations.
- Familiarity with cyber defense architectures, mission systems, and centralized monitoring platforms.
- Experience using ServiceNow Performance Analytics, dashboards, and reporting capabilities.
- Knowledge of Configuration Management Database concepts and Configuration Management practices.
- Experience developing Key Performance Indicators, Service Level Agreements, and operational performance metrics.
