Problem Manager

Job Description

Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit
peraton.com
to learn how we're keeping people around the world safe and secure.

Responsibilities
Position Summary
The Problem Manager is responsible for proactively identifying, analyzing, and resolving the underlying causes of incidents and service disruptions within the GCC enterprise environment. This role ensures long-term stability of IT services, drives root cause analysis (RCA), reduces recurring incidents, and promotes continuous improvement across service operations.
Key Responsibilities
Lead and coordinate the
Problem Management process
across the GCC enterprise.
Perform
proactive and reactive problem identification
, including analysis of incident trends and patterns.
Oversee and drive
Root Cause Analysis (RCA)
activities; ensure thorough documentation of findings and corrective actions.
Maintain the
Problem Management Database (PMDB)
and ensure all problems and known errors are accurately recorded.
Collaborate closely with Incident Managers, Service Owners, engineering teams, and other stakeholders to evaluate risks, prioritize problems, and implement preventive measures.
Develop and track
Problem Records
,
Known Errors
, and
Workarounds
to support faster incident resolution.
Facilitate
Problem Review Boards
or similar governance meetings; present updates, trends, and KPIs.
Monitor and report on
Problem Management performance metrics
, including mean time between failures (MTBF), recurring incidents, and root cause resolution timelines.
Ensure Problem Management processes align with
ITIL
, GCC policies, and Army enterprise service frameworks.
Recommend continuous improvement initiatives to enhance service reliability and operational resilience.

Qualifications
Required Qualifications
Active DoD Secret clearance
10 years experience
Strong understanding of
ITIL v4
, especially Problem, Incident, and Change Management processes.
Experience working in enterprise IT operations, preferably within a DoD or government environment.
Demonstrated capability conducting RCAs and analyzing complex technical problems.
Excellent communication, facilitation, and coordination abilities.
Ability to translate technical findings into clear, actionable recommendations.
Preferred Qualifications
ITIL v4 Foundation or higher certification.
Experience with Army or GCC-specific service delivery frameworks.
Familiarity with enterprise service management tools (e.g., ServiceNow, Remedy, or GCC equivalents).
Background in network operations, infrastructure, cybersecurity, or system engineering.
Core Competencies
Analytical thinking and problem-solving
Coordination and stakeholder management
Technical aptitude across enterprise IT systems
Documentation excellence
Continuous improvement mindset
Risk evaluation and mitigation

Target Salary Range
$80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at
https://www.careers.peraton.com/benefits
.

Application Statements
The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity.

Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate's own.

EEO
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

Position Summary
The Problem Manager is responsible for proactively identifying, analyzing, and resolving the underlying causes of incidents and service disruptions within the GCC enterprise environment. This role ensures long-term stability of IT services, drives root cause analysis (RCA), reduces recurring incidents, and promotes continuous improvement across service operations.
Key Responsibilities
Lead and coordinate the
Problem Management process
across the GCC enterprise.
Perform
proactive and reactive problem identification
, including analysis of incident trends and patterns.
Oversee and drive
Root Cause Analysis (RCA)
activities; ensure thorough documentation of findings and corrective actions.
Maintain the
Problem Management Database (PMDB)
and ensure all problems and known errors are accurately recorded.
Collaborate closely with Incident Managers, Service Owners, engineering teams, and other stakeholders to evaluate risks, prioritize problems, and implement preventive measures.
Develop and track
Problem Records
,
Known Errors
, and
Workarounds
to support faster incident resolution.
Facilitate
Problem Review Boards
or similar governance meetings; present updates, trends, and KPIs.
Monitor and report on
Problem Management performance metrics
, including mean time between failures (MTBF), recurring incidents, and root cause resolution timelines.
Ensure Problem Management processes align with
ITIL
, GCC policies, and Army enterprise service frameworks.
Recommend continuous improvement initiatives to enhance service reliability and operational resilience.

Minimum Qualifications

Active DoD Secret clearance 10 years experience Strong understanding of ITIL v4 , especially Problem, Incident, and Change Management processes. Experience working in enterprise IT operations, preferably within a DoD or government environment. Demonstrated capability conducting RCAs and analyzing complex technical problems. Excellent communication, facilitation, and coordination abilities. Ability to translate technical findings into clear, actionable recommendations.

Requirements

Required Qualifications
Active DoD Secret clearance
10 years experience
Strong understanding of
ITIL v4
, especially Problem, Incident, and Change Management processes.
Experience working in enterprise IT operations, preferably within a DoD or government environment.
Demonstrated capability conducting RCAs and analyzing complex technical problems.
Excellent communication, facilitation, and coordination abilities.
Ability to translate technical findings into clear, actionable recommendations.
Preferred Qualifications
ITIL v4 Foundation or higher certification.
Experience with Army or GCC-specific service delivery frameworks.
Familiarity with enterprise service management tools (e.g., ServiceNow, Remedy, or GCC equivalents).
Background in network operations, infrastructure, cybersecurity, or system engineering.
Core Competencies
Analytical thinking and problem-solving
Coordination and stakeholder management
Technical aptitude across enterprise IT systems
Documentation excellence
Continuous improvement mindset
Risk evaluation and mitigation