Eagle Ray, Inc.

Returning Candidate?

Problem Manager

Problem Manager

Job Location 
US-DC-Bolling AFB
Security Clearance 
Top Secret/SCI (TS/SCI)

More information about this job


Eagle Ray Inc is currently seeking a Problem Manager to support the Defense Intelligence Agency's (DIA) Chief Information Officer with providing ITIL Problem and Service Management expertise, best practices, and principles to the enterprise.


  • Utilize ITIL best practices to identify and analyze patterns and trends from a variety of data sources.
  • Analyze root cause, known errors, and track resolution and corrective actions to ensure the root cause does not reoccur.
  • Support Program and Project Managers in the collection, interpretation, and monitoring of metrics and events, including but not limited to MTTR, ticket counts, # escalations.
  • Provide Subject Matter Expertise in technical exchange meetings to include preparation activities, creating briefing, and briefing.
  • Develop and maintain scripts to auto-generate standardized reporting.
  • Produce graphic and textual presentations to senior leadership with the CIO as required



  • Active TS/SCI security clearance and the ability to pass a CI Poly.
  • A minimum of 6 years of experience providing management and technical direction to project personnel.
  • Bachelor's degree required.  Master's degree or advanced training in management consulting is preferred.
  • Knowledge of ITIL Problem and Service Management.
  • Ability to interact with technical personnel and facilitate project resolution
  • Applied understanding of enterprise monitoring tools.
  • Familiarity with scripts to compile and decompile data to automate standard reporting
  • ITIL v3 Foundations Certification





Equal Opportunity Employer/M/F/Disability/Vet/Sexual Orientation/Gender Identity