Problem Support Manager

A3 Technology, Inc. is seeking a data‑driven Problem Support Manager to lead proactive and reactive problem management for Customs Border Protection enterprise networks. The Problem Support Manager identifies patterns, drives root‑cause analysis, and implements permanent fixes that prevent incident recurrence and improve stability.

This role requires deep analytical skills, strong collaboration across engineering and operations, and disciplined documentation and reporting.

Key Responsibilities

• Own the problem lifecycle: logging, categorization, prioritization, investigation, root‑cause, workaround, permanent fix, closure.
• Perform trend analysis on incidents and performance metrics to identify systemic issues and emerging risks.
• Coordinate cross‑functional diagnostics (packet traces, config reviews, capacity trends) to isolate root causes.
• Maintain Known Error and Problem records; ensure linkage with incidents and change records; verify effectiveness of fixes.
• Run regular problem reviews with stakeholders; publish weekly/monthly problem status and workaround guidance.
• Propose and track corrective actions, preventive maintenance, and architecture/tooling improvements to reduce recurrence.

Minimum Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Engineering, IT, Networking, or related field.
• 6+ years in network operations/engineering with hands‑on problem management or advanced troubleshooting experience.
• Strong understanding of network infrastructure and diagnostic methods; experience with monitoring and analytics tools.
• Excellent analytical and documentation skills; ability to drive cross‑team resolution.
• U.S. Citizenship and eligibility for required CBP background clearance; on‑site collaboration as needed.

Highly Desired Qualifications

• Certifications: ITIL v3/4 with Problem Management focus; Cisco CCNA/CCNP; CompTIA Network+.
• Demonstrated success in reducing repeat incidents and improving reliability via permanent fixes and preventive actions.
• Experience operating within federal change/configuration controls and producing executive‑level status reporting.

Additionally, US Citizenship or documented proof of eligibility to work in the US is a must. Upon receiving a conditional offer of employment, candidates will undergo a Government investigation and must meet eligibility requirements for Government clearance. Verification of past employment, education and references is also required. It is imperative that candidates be either a US citizen or a current green card holder with the last 3 consecutive years as a resident of the US.

The salary range for positions is $50,000 to $175,000. This range is provided as a general guideline and should not be interpreted as a guarantee of compensation. Actual salary offers will be determined based on a variety of factors, including but not limited to the specific responsibilities of the position, the candidate’s education, experience, location, knowledge, skills, and abilities. In addition, compensation may be influenced by applicable Federal Government contract labor categories and established contract wage rates.

At A3 Technology, Inc., we take pride in being an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer. We're committed to considering all qualified candidates for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.