Problem Manager - Journeyman - job 1 of 2

Description

Tyto Athene is searching for a Problem Manager - Journeyman to support U.S. Southern Command on the SCITES II Contract in Doral, Florida.

 

The Journeyman Problem Manager is responsible for the identification, root cause analysis, and resolution of recurring IT incidents and problems that affect USSOUTHCOM in accordance with ITIL and DoD standards. The individual collaborates with cross-functional team to implement corrective actions that reduce the number and severity of future incidents and ensure continuous service improvement.

 

Responsibilities:

• Analyze incidents and change data to identify and investigate problems
• Lead root cause analysis efforts and create problem records for recurring or major issues
• Coordinate and facilitate problem review meetings and maintain problem records in accordance with ITIL processes
• Work with technical teams to develop and track workarounds and permanent solutions.
• Maintain and update known error databases (KEDB)
• Support trend analysis to identify proactive problem prevention opportunities
• Collaborate with Change, Incident, and Configuration Managers to ensure effective problem resolution
• Document lessons learned and integrate them into standard operating procedures
• Ensure all problem management activities align with DoD cybersecurity and compliance requirements

Qualifications

Required:

• Associate’s degree in Information Technology, Engineering, or related field
• 4-9 years of relevant experience in IT service management (ITSM), with 1-2 years specifically in Problem Management
• Strong analytical and troubleshooting skills
• Experience using ITSM tools such as ServiceNow, Remedy, or equivalent
• Familiarity with DoD systems and cybersecurity policies
• Understanding of ITIL best practices, particularly in Problem, Change, and Incident Management

Desired:

• Bachelor’s in related field
• Experience in environments governed by DoD RMF or NIST standards
• Familiarity with enterprise monitoring and diagnostics tools
• Ability to analyze large datasets for pattern and trend recognition
• ITIL v4 Certification Management or Strategy

Clearance:

• Secret clearance required

Certification:

• DoD 8570 Baseline & CE certifications are required for all positions and may vary slightly depending on the skillset required to perform the role
• CompTIA Security+ CE
• ITIL v4 Foundation

About Tyto Athene

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave.

 

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.  At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?  Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.