Network Problem Management Quality Assurance Lead

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

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