ITIL Problem Manager - Principal Systems Engineer - Military veterans preferred

ManTech (


  full-time   employee

United States

Secure our Nation, Ignite your Future

ManTech is seeking a motivated, mission oriented ITIL Problem Manager – Principal Systems Engineer in the Chantilly, VA area, with strong customer relationships.

As Principal Systems Engineer, you will be a member our of ITIL-based Service Operations team, charged with invigorating and executing an ITIL-based Problem Management process. You will be charged with developing an ITIL-based problem management plan tailored to our team and our customer; you will analyze incidents and develop processes and techniques to help all Service Operations team members identify Problems, and you will work across teams with a hands-on approach to trouble-shooting and analyze to identify root causes and to address the issues at their source.

You will be part of a team managing and enhancing an on-premise private cloud that provides a full range of IT services.

As the Problem Manager for Service Operations, your responsibilities may include:

  • Reviewing Service Now Incidents tickets to identify patterns and similarities for investigation
  • Analyzes and coordinates inter-organization responses and troubleshooting activities on critical/high incidents.
  • Owns queue monitoring and incident and problem reporting for daily status reports for management.
  • Reviewing existing Problem tickets, working with our customer, to prioritize the problems for resolution
  • Drives and documents root cause analysis.
  • Work with SMEs across our design, cyber, and operations teams to trouble-shoot our toughest issues
  • Write After Action Reports for Critical Incidents effectively communicating to our customer that our teams have identified and resolved major outages or customer impacts
  • Review Change Request proposals to help identify dependencies and ensure all documentation affected by a change is identified and updated
  • Provide direction and guidance to less experienced systems engineers and system administrators while investigating problems and/or incidents

The following areas of expertise are strongly desired as they will directly contribute to job success:

  • Strong background in automation, including scripting languages, DevOps testing, and automated testing.
  • Capacity to act self-sufficiently, including the capability to analyze incidents, identify problems, and implement change requests and system changes to address the root causes.
  • Capability to develop and to implement dashboards for all Service Operations teams as a force multiplier
  • Experience and expertise in implementing performance modeling to help determine SLAs and to measure SLA compliance
  • Attention to detail and the ability to communicate the right level of detail to the right audience
  • Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
  • Outstanding communication skills, both written and verbal, and very strong interpersonal skills

Position Requirements:

  • Requires Bachelor's degree and 9 to 11 years of related experience.
  • MCSA or MCSE (Preferred) in Microsoft’s 2012 suite of products or VCP 6.X or later
  • CCNA or equivalent certification or demonstrated experience in complex route/switch environments
  • Advanced knowledge of Microsoft Windows systems, including DNS, Group Policy, and PKI
  • Detailed knowledge of ServiceNow highly recommended
  • Good working knowledge of applying security best practices from DISA and/or vendors
  • CISSP, Security+ or other IAT Level II DoD 8570 IA certification (or better) required
  • Cloud automation, DevOps, or scripting experience strongly desired
  • ITIL Foundation Certifications highly desired

Security Requirements: Top Secret clearance required

Other requirements: Operate computer equipment, Communicate, Must be able to detect, Identify, Recognize, Observe, Assess, Ability to handle stress and work well under pressure, Ability to use MS Office, Ability to use PC, Analytical and Critical Thinking Skills, Interpersonal and People Skills, Leadership Skills, Listening Skills, Multi-Tasking Ability, Oral and Written Communication Skills, Organizational Skills, Presentation Skills (using Powerpoint)


ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.