Problem Support Manager

Peraton is seeking and experienced Problem Support Manager to join our team of qualified and diverse individuals. The Problem Support Manager is responsible for managing the full lifecycle of network infrastructure problems within the CBP Network Operations Center environment. This role ensures structured identification, analysis, and resolution of underlying issues impacting service availability and performance. The position serves as the primary coordination point for all Problem Management activities and acts as the contract point of contact for government stakeholders, ensuring alignment with CBP processes and mission requirements.

Locations: Onsite in either Ashburn, VA | Springfield, VA | Orlando, FL

Day to Day Roles and Responsibilities:

• Manage the end to end lifecycle of all network infrastructure problems, including identification, recording, investigation, diagnosis, and closure
• Develop and coordinate temporary workarounds to support Incident Management and reduce operational impact
• Lead root cause analysis efforts and oversee development of permanent corrective actions for known errors
• Perform trend analysis of recurring incidents to proactively identify and prevent future service disruptions
• Serve as the primary contract point of contact for Problem Management oversight and coordination activities
• Communicate and collaborate with the CBP Problem Manager and other government stakeholders on all active problems
• Ensure compliance with CBP Problem Management processes, including documentation, reporting, and governance requirements
• Oversee effective execution of Problem Management workflows across the network environment
• Provide recommendations for continuous improvement of Problem Management processes, tools, and reporting capabilities
• Ensure all problems are fully resolved, documented, and formally closed in accordance with established standards

Basic Qualifications:

• Bachelors degree and 12 years of experience or a Master's degree and 10 years of experience or an Associates degree and 14 years of experience or a High School diploma/equivalent and 16 years of experience. 
• Must be a U.S. Citizen with an active DHS CBP Public Trust
• Minimum of 10 years of experience in network engineering, network operations, or IT infrastructure
• 4 to 6 years of hands-on experience with routing, switching, firewalls, and load balancing technologies
• Strong understanding of enterprise network infrastructure and troubleshooting methodologies

Preferred Qualifications:

• CCNA or Network+ certification
• ITIL certification
• Experience supporting large scale federal or government network environments
• Strong analytical and root cause analysis skills
• Excellent written and verbal communication skills with ability to engage technical teams and government stakeholders
• Strong documentation and process governance experience
• Ability to operate effectively in high pressure operational environments