Major Problem Commander Job



  full-time   employee

United States

Major Problem Commander (Job Number:436861)


About the SAIC MSI Program

Science Applications International Corp. (NYSE: SAIC) has been awarded a $165 million contract by the Commonwealth of Virginia to serve as a multisourcing service integrator (MSI). Under the contract, SAIC will provide an innovative approach to assist the Virginia Information Technologies Agency (VITA) with modernizing the state?s technology infrastructure. Under the contract, SAIC will coordinate and monitor multiple IT infrastructure services suppliers for state executive branch agencies. The MSI is the cornerstone of a strategy that will diversify the state?s portfolio of suppliers, improve service delivery quality, ensure cost-competitiveness, and provide transparency and accountability into the commonwealth?s service delivery platform.

Position Summary

SAIC is seeking a Major Problem Commander to join our team supporting a major state & local government customer. The Problem Manager is responsible for defining and managing the operational activities of the Problem Management Process, using the ServiceNow incident management platform. The ideal candidate must also serve as a backup to all position responsibilities using legacy technology and implement capabilities throughout the enterprise for a large infrastructure support program. Essential duties of this position include:

- Drive execution and resolution of major incidents within the Problem Management Console
- Expert knowledge of the ServiceNow ITSM platform
- Communicate effectively by using dashboards, power points, and reports.
- Shepherd customization incident management reporting consoles and dashboards
- Execute a holistic view across the Service Management disciplines

This position is involved in ensuring integration with the other Service Management processes such as Incident, Problem, Event and all areas of the ITIL framework. The Major Problem Commander stays abreast of new features and functionality, playing a key role in driving continual service improvement. You will have the opportunity to solve complex problems, design user-friendly interfaces, and optimize processes through automation. This position offers the chance to improve the speed, efficiency, and reporting capability of IT services. The Major Problem Commander will also play a key role in representing current and future capabilities of supporting ITSM tools, and contributing to long-term strategy as well as tactical activities leading to the continual improvement of the environment to meet objectives.


Background / Experience
- Lead Problem Management Handling efforts
- General Problem monitoring, analysis, content development, and maintenance
- Research, analysis, and response for alerts; including log retrieval and documentation
- Coordination and management of Problem Management process activities-Escalation of risks and issues to the Problem Management Process Owner

-Supporting Problem Management reporting (KPIs and customer SLAs)

-Assists the Problem Management Process Owners in driving Service Management best-practice and ITIL process standardization

-Assist the Problem Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account

-Assists the Problem Management Process Owner in identifying and planning for Major Incident -- Management process improvement projects

- Coordinate with all of the stakeholders (components, telecom and IT service providers, other NOCs, other SOCs, etc.) all of the activities associated with the problem description, the potential solution avenues for the problem, and then the final problem solution and root-cause analysis of problem.
- Utilize ITIL/IT Service Management best practices to identify and analyze patterns and trends from a variety of data sources.
- Analyze root cause, known errors, and track resolution and corrective actions to ensure the root cause does not reoccur.
- Support Program and Project Managers in the collection, interpretation, and monitoring of metrics and events, including but not limited to MTTR, ticket counts, # escalations.
- Provide leadership with technical exchange meetings to include preparation activities, creating briefings, and participate in written and oral briefing sessions.
- Develop and maintain scripts to auto-generate standardized reporting.
- Produce After-Action Reports (AAR) graphic and textual presentations to senior leadership
- Create and maintain Standard Operating Procedures (SOP) for Problem Management and the Service Desk.

- Drives implementation of standard execution of the Problem Management process

- Agrees issue definition, action plan and success criteria with customer (during emergency mode)

Security Clearance Requirement

- Must be able to pass a Commonwealth of Virginia background check.


- At least 2 - 3 years of experience in the ITIL driven IT management environment, preferably in a Problem Management position

- Understands and has demonstrated the use of methods and techniques for the assessment and management of risk

-Commands respect for knowledge, experience and excellence within the specific area of Major Problem Management

- Very good understanding of Incident Management, Problem Management and Change Management processes

- Strong interpersonal and teamwork skills
- Candidate must have flexibility to accommodate time-sensitive and mission-critical work.
- At least 1 year of proficiency with Microsoft Office (Word, Excel, and PowerPoint) applications and common office software applications.

Education / Certifications / Other

- Bachelors and 0 years related experience, minimum.
- Degree requirement waived in lieu of significant recent and relevant work experience: minimum of five (5) years? active duty military or minimum of five (5) years? related experience.

-ITIL Foundation Certification or higher, preferred.

Software Experience

- MS Office Suite (Word, Excel, Power Point, Outlook Calendar, Project, Internet Explorer, and Access), and Adobe Reader, MS SharePoint

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAICs approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit For information on the benefits SAIC offers, see ( My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Jul 3, 2018, 1:54:12 PM
Primary Location: United States-VA-RICHMOND
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: Yes, 10% of the time
Shift: Day Job
Schedule: Full-time