Network Problem Management Quality Assurance Lead

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The Opportunity:  We are seeking an experienced ITIL Network Problem Management Quality Assurance Lead to ensure the effectiveness and efficiency of our network problem management processes. The successful candidate will be responsible for implementing quality assurance measures, conducting audits, and driving continuous improvement in alignment with ITIL best practices.

Responsibilities:

• Lead the development and implementation of ITIL-based problem management strategies and processes for network operations

• Oversee regular audits of the problem management system to ensure compliance to customer policies, directives and governance and identify areas for improvement

• Develop and implement quality assurance processes for network problem management

• Analyze problem management metrics and KPIs to identify areas for improvement

• Ensure proper documentation and categorization of network problems

• Collaborate with network engineering teams to conduct root cause analysis, implement preventive measures, and reduce recurring issues

• Develop and maintain quality standards for problem management processes

• Provide training and guidance on ITIL problem management best practices

• Create and present reports on problem management performance to stakeholders

• Drive continuous improvement initiatives within the problem management function

• Lead a team of problem management analysts, providing guidance, mentorship, and performance evaluations

• Coordinate with other ITSM process owners to integrate problem management with incident, problem, and change management processes.

• Drive continuous improvement initiatives

• Report on problem management performance to senior management and stakeholders

• Develop and deliver training programs on ITIL problem management best practices

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field 

• 10 years of experience in network operations, quality assurance, or related roles 

• TS/SCI with Poly required

• Experience with major ITSM platforms (e.g., ServiceNow, BMC Remedy)

• ITIL certification in Problem Management

• Strong knowledge of network technologies and protocols

• Experience with quality assurance methodologies and auditing processes

• Excellent analytical and problem-solving skills

• Strong leadership and team collaboration abilities

• Outstanding communication and reporting skills

• Proficiency in ITSM tools and data analysis software 

Desired:  

• Knowledge of other IT frameworks like COBIT or ISO/IEC 20000

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Salary : $120,800 - $265,800