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Problem Manager

Company: SAIC
Location: Augusta
Posted on: September 14, 2020

Job Description:

DescriptionWe are currently seeking a motivated, career and customer oriented Problem Manager to join our team to begin an exciting and challenging career with SAIC.

In this unique role you will:

-- Review tickets ensuring quality standards are met

Complete reports to management related to agent trends, quality trends, and ticket trends.

-- Submit weekly deliverables to the client

Analysis and reporting of incident trend data to identify and eliminate root causes.

-- Managing root cause analysis between technical teams

Establish criteria to capture incidents for trending and RCA supporting efforts to improve operational stability in a proactive manner.

-- Define, develop, and consult with team reporting, metrics, and analysis of deliverables as required; manage regularly scheduled closer and trend reports and analysis.

-- Conduct formal evaluations of the entire AESD operations staff and report findings to the Operations Manager.

-- Plan for and establish an organizational Continuous Improvement Process.QualificationsQualifications: -- Proven analytical and trend analysis skills -- Attention to detail. -- Excellent competency in Microsoft Excel and PowerPoint Excellent oral and written communication skills High level of self-motivation

Education / Certification Requirements:-- Computer Science or BS in Business preferred and 5 years relevant work experience. -- ITIL v3 Foundations certification a plus. -- Windows 10 or MCP -- Security +
Interim Secret Clearance required with ability to obtain an maintain a Secret Clearance

Keywords: SAIC, Augusta , Problem Manager, Executive , Augusta, Georgia

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