Job Description

An employer is looking for a Problem Manager in the Reston, VA or Redmond, WA area. This role will engage directly with customers to address questions, ease concerns, offer technical advice, and provide a path forward to solving technical problems. This resource will be expected to effectively coordinate incidents across multiple organizations as well as analyze data across support, engineering (telemetry) and customer feedback channels to develop and test hypotheses for administration and user experience improvements. They will also represent the voice of the customer to the technical resources working to resolve issues. There will be tracking as well as reporting on key issues that drive increases to customer satisfaction. In this role the resources will need to be able to deal with tight deadlines and prioritizing multiple incidents at any given moment.


If you are passionate about delivering a top-notch customer experience, working with a wide range of engineering teams, and get excited about continuously improving how we run our services, then this job is for you. Every candidate must have an active Top Secret SCI with Full Scope Polygraph

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .


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Required Skills & Experience
-2-3 years' experience as a Problem or Program Manager
-Excellent presentation skills - ability to concisely tell a coherent story
-Strong crisis management skills, demonstrating resilience and maintaining a constructive attitude in times of change
-Must effectively manage and prioritize multiple tasks to deliver high-level objectives/projects
-Outstanding written and verbal communications skills
-Demonstrated technical excellence by applying engineering principles to solve complex problems
-Ability to quickly absorb and apply new concepts
-Great team player and collaborator, building trust and respect with people outside of the immediate team
-Demonstrated ability to tailor communications to different audiences
-Ability to work 24x7x365 across a myriad of shifts on site
-Active Top Secret SCI with Full Scope Polygraph


Nice to Have Skills & Experience

Experience within Office 365 underlying services and products


Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law. Insight Global

Job Tags

Immediate start, Shift work,

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