Network Problem Management Quality Assurance Lead

Job Title: Network Problem Management Quality Assurance LeadJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *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 operationsOversee regular audits of the problem management system to ensure compliance to customer policies, directives and governance and identify areas for improvementDevelop and implement quality assurance processes for network problem managementAnalyze problem management metrics and KPIs to identify areas for improvementEnsure proper documentation and categorization of network problemsCollaborate with network engineering teams to conduct root cause analysis, implement preventive measures, and reduce recurring issuesDevelop and maintain quality standards for problem management processesProvide training and guidance on ITIL problem management best practicesCreate and present reports on problem management performance to stakeholdersDrive continuous improvement initiatives within the problem management functionLead a team of problem management analysts, providing guidance, mentorship, and performance evaluationsCoordinate with other ITSM process owners to integrate problem management with incident, problem, and change management processes.Drive continuous improvement initiativesReport on problem management performance to senior management and stakeholdersDevelop and deliver training programs on ITIL problem management best practicesQualifications: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 requiredExperience with major ITSM platforms (e.g., ServiceNow, BMC Remedy)ITIL certification in Problem ManagementStrong knowledge of network technologies and protocolsExperience with quality assurance methodologies and auditing processesExcellent analytical and problem-solving skillsStrong leadership and team collaboration abilitiesOutstanding communication and reporting skillsProficiency in ITSM tools and data analysis software Desired:Knowledge of other IT frameworks like COBIT or ISO/IEC 20000This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.What You Can Expect: A culture of integrity.At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.An environment of trust.CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.A focus on continuous growth.Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.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.The proposed salary range for this position is: $120,800 - $265,800CACI 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.Department:Business/Systems Analysis