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Problem Manager

Dunhill Professional Search of Wilmington, Inc.

Arlington, VA

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JOB DETAILS
SALARY
$99,300–$140,737 Per Year
JOB TYPE
Full-time
SKILLS
Analysis Skills, Backlog Prioritization, Business Administration, Change Management, Communication Skills, Computer Science, ITIL (IT Infrastructure Library), Incident Management, Knowledge Base, Metrics, Root Cause Analysis, Secret Clearance, Security Clearance
LOCATION
Arlington, VA
POSTED
30+ days ago
Problem Manager (Mid) | Enterprise IT | Government Systems This role requires an active Secret clearance. Falsely claiming to hold a federal security clearance is a violation of federal law and subject to criminal prosecution. All clearances will be verified before any offer is extended.You don't just put out fires — you make sure they can't start again. We're looking for a Problem Manager who digs deep, connects the dots between recurring incidents, and builds the permanent fixes that protect mission-critical systems.What you'll doYou'll own the full problem lifecycle from the moment an issue is flagged through root cause identification, remediation, and closure. You'll lead structured investigations, manage the problem backlog, and keep tight integration with incident, change, and release processes — so the same problem never costs the organization twice.Own end-to-end problem lifecycle management: detection, logging, investigation, remediation, and closureLead technical root cause investigations using methods like 5 Whys, fishbone diagrams, and timeline analysisAnalyze incident trends, recurring outage patterns, and monitoring data to get ahead of problems before they escalateMaintain a known error database and problem knowledge base so workarounds and lessons learned are documented, accessible, and reusedCoordinate with change management to plan, test, and validate fixes before and after production deploymentTrack key metrics — recurring incident counts, mean time to resolve, backlog aging — and use them to drive real service improvementCommunicate root causes and remediation plans clearly to technical teams, service owners, and business stakeholdersWhat you bring4–7 years in problem management, incident management, or related IT operations rolesBachelor's in IT, Computer Science, Business Administration, or equivalent experienceStrong grounding in ITIL-aligned problem management principles and best practicesHands-on experience with problem and incident management tools and conducting formal root cause analysesSharp analytical and communication skills — you can manage a busy problem backlog and still keep stakeholders clearly informedActive Secret security clearance requiredBonus points forExperience in highly regulated federal IT environmentsITIL Foundation certification or Certified Problem Manager credential

About the Company

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Dunhill Professional Search of Wilmington, Inc.