Team Lead-Problem Solving Engineer

Summary

Join IT Concepts, Inc. as a Team Lead for Problem Solving Engineering (PSE), managing a team supporting the VA-ESOM contract. You will lead and mentor a 24/7 team, ensuring system reliability and efficient incident triage. Responsibilities include stakeholder engagement, risk mitigation, and project management. The ideal candidate possesses 10+ years of relevant IT experience, including project management and team leadership, along with strong analytical and communication skills. A Bachelor's degree or equivalent experience is required, and a Public Trust Clearance is needed. The position offers a competitive benefits package, including paid time off, healthcare, 401k, and professional development opportunities. Remote work within the US is possible.

Requirements

• Bachelor’s degree in engineering, computer science, systems, business or related scientific /technical discipline. (8 years of additional relevant experience may be substituted for education)
• 10 years of relevant IT experience including Project Management, Network / Systems / Site Reliability Engineering or Administration, Team leadership
• Experience in tracking costs, schedule and performance progress. Must be able to identify and mitigate risks
• Strong analytical, problem-solving, and communication skills with sharp attention to detail
• Effective communication, collaboration, organization, and coordination and across multiple levels to ensure consistent and unified messaging in large organizations
• Expertise in managing high-pressure situations, crafting messaging during crises, and mitigating communication risks
• Ability to work with Teams, but self-motivated to complete projects on your own
• Able to obtain and maintain Public Trust Clearance
• US Citizen or Green Card holder

Responsibilities

• Lead, mentor, and manage the Problem-Solving Engineering Team within the Operations Triage Group team of System Engineers, Application / System Analysts, etc. with a 24/7 working schedule, ensuring effective collaboration across the VA ESOM contract and resource management
• Work with Operations Triage Group Leader and agency stakeholders to ensure successful and efficient system reliability at scale with a continuous improvement mindset
• Accountable for end-to-end incident triage across reliability, availability, and performance of VA systems
• Follow industry trends and recommend the best practices & frameworks for monitoring, incident response and system scalability to achieve agency objective to minimize downtime and service interruptions. And support agencies IT modernization
• Work closely with Disaster recovery teams and business operations team on disaster recovery, business continuity, system redundancy/reliability/scalability, risk management, capacity planning / management, KPI performance management and change management, including monitoring, logging, alerting, traceability (seamless visibility & root-cause analysis), modernization and automation
• Act as a single point of contact & subject matter expert for high Priority/major incidents with accountability from start to finish, develop preventive measures and communicate upstream and downstream impacted stakeholders (after action reports, status updates, work plan, etc.)
• Conduct regular formal reviews with team and other contract PM (s)
• Develop and maintain plans, Work Breakdown Structures (WBS), and schedules
• Monitor and be responsible for milestones, identify potential schedule risks and issues, and manage cost, resources, schedules, and technical challenges
• Collaborate with Agency, contract team-members, Project Manager and ESOM Business Operations Team members to provide a holistic picture of ESOM Business Operations including but not limited to
• Maintain and communicate the Operations Triage group PSE overview
• Collaborate on metrics and ways of working improvement within the contract and across the VA
• Engage effectively with system owners, monitoring groups, analytics teams, and other stakeholders
• Demonstrate a commitment to quality and customer support through regular communication, feedback collection, metric/KPI, and tracking progress of project/incidents, roadmap, success factors, compliance, AES Score as agreed with agency

Preferred Qualifications

• Experience supporting a federal client
• Section 508 conformance experience or knowledge
• Active Networking, Security or equivalent Certification
• Experience in Project management methodologies (Agile, Waterfall and /or Hybrid) and stakeholder management (e.g. Weekly Progress reports, Workplan)
• Knowledge of ITIL Framework

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Rewards
• Education reimbursement for certifications, degrees, or professional development
• Flexibility for you to take a course, complete a certification, or engage in other professional growth and networking