Technical Lead / Tier II Lead / Problem Manager

Scott AFB,, IL
Full Time
Manager/Supervisor
Xenith Solutions is seeking a highly skilled Technical Lead / Tier II Lead / Problem Manager to provide advanced technical and functional support for the Defense Personal Property System (DPS), eTOPS, and MilMove applications within the Defense Personal Property Program (DP3) under U.S. Transportation Command (USTRANSCOM).
This senior technical position serves as the escalation point for complex incidents, data corrections, and interface troubleshooting. The Lead will oversee Tier II personnel, drive root cause analysis (RCA) and Problem Management processes, and serve as a subject matter expert (SME) for application data, workflows, and integrations. This role requires expertise in SQL scripting, data remediation, and system interface logic, as well as the ability to communicate effectively with PMOs, CORs, and program stakeholders.

Responsibilities

  • Serve as the Tier II Lead and Problem Manager, overseeing in-depth analysis and resolution of escalated technical and functional incidents.
  • Lead troubleshooting and remediation efforts for DPS, eTOPS, and MilMove modules, validating issues, confirming root causes, and executing approved fixes.
  • Perform controlled SQL scripting, data corrections, and log analysis within a version-controlled, peer-reviewed change management process.
  • Oversee Problem Management lifecycle—identify recurring issues, conduct RCAs, define and implement permanent corrective actions (PCAs), and track trends to eliminate repeat incidents.
  • Maintain runbooks, data models, and troubleshooting playbooks to support Tier II consistency and knowledge transfer.
  • Collaborate with Tier I, PMOs, FSMs, and the DP3 Customer Service Center (CSC) to ensure clear communication, accurate escalations, and complete documentation.
  • Validate database relationships, upstream/downstream system impacts, and data integrity across interconnected DP3 systems.
  • Ensure all system changes comply with ITIL Change Enablement, NIST SP 800-53 security controls, and DoD cybersecurity policies.
  • Coordinate with ServiceNow administrators to track and report incident and problem metrics in the Monthly Status Report (MSR) and Program Management Review (PMR).
  • Contribute to Knowledge Base (KB) development by converting Tier II solutions into Tier I job aids and validated articles.
  • Support surge operations and peak PCS periods through proactive monitoring, trend analysis, and queue management optimization.

Required Qualifications

  • Security+ CE
  • Active DoD SECRET clearance (required).
  • Bachelor’s degree in Information Systems, Computer Science, Engineering, or related technical discipline (experience may substitute for degree).
  • 8+ years of IT experience, including 5+ years supporting DoD enterprise applications or logistics systems.
  • Proven expertise in SQL scripting, relational database troubleshooting, and data integrity validation.
  • Strong technical knowledge of DPS, eTOPS, or MilMove architectures, interfaces, and workflows.
  • Demonstrated experience leading Tier II / Problem Management operations in an ITIL v4 or ISO/IEC 20000-1 environment.
  • Experience with ServiceNow (or equivalent ITSM tool) for incident, problem, and change management.
  • Strong analytical and diagnostic skills for identifying complex software and data issues across interconnected systems.
  • Excellent documentation and communication skills for producing technical reports, RCA summaries, and process improvement recommendations.
Preferred Qualifications
  • ITIL v4 Foundation or Intermediate certification.
  • HDI-Support Center Team Lead or HDI Problem Management certification.
  • Prior experience supporting USTRANSCOM, SDDC, or DoD transportation/logistics applications.
  • Familiarity with CMMI Level 3, Agile, and Continuous Service Improvement (CSI) methodologies.
  • Experience working within secure NIPRNet environments and handling DoD-controlled unclassified information (CUI).
  • Exposure to API integrations, data exchange formats (XML/JSON), and interface testing frameworks.

Key Attributes

  • Expert problem solver who thrives in complex, high-tempo DoD IT environments.
  • Hands-on leader who balances technical precision with mission responsiveness.
  • Strong collaborator capable of working across Tier I–III boundaries to ensure cohesive service delivery.
  • Proactive, analytical thinker with a commitment to quality, accuracy, and continuous improvement.

Xenith Solutions LLC is a Service-Disabled Veteran-Owned Small Business founded in 2019. We provide comprehensive, timely and relevant Solutions and Business Consulting support to our customers as a key partner. Our leadership brings over a century of combined experience in Defense and Civilian markets. Our employees possess experience in all aspects of solution development from requirements creation, development, test and evaluation, fielding, and sustainment. At the core of our offerings, we provide strategy and technology solutions, giving our customers valuable insights and thought leadership on the best application of information technology to drive business objectives.

Xenith focuses on solving complex business challenges facing our customers. Our “Success Through Achievement” work ethic means our customer receive quality solutions through our commitment. We pride ourselves on tackling some of the most difficult operational requirements our customers have – ensuring an appropriate match between the mission requirements, financials, schedule, and security.

EEO

Xenith Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

EEO IS THE LAW

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Xenith Solutions.

E-Verify

As a Federal Contractor, Xenith Solutions is required to participate in the E-Verify Program to confirm eligibility to work in the United States.

Affirmative Action Plan
As a federal government contractor and based on Executive Orders and applicable laws and regulations, Xenith Solutions develops and maintains annual written Affirmative Action Plans and endeavors to hire and advance qualified minorities, females, individuals with disabilities, and protected veterans.

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