Problem Manager

Problem Management is one of the ITSM key processes. The Problem Management Process is focused on the lifecycle of problems. The primary objectives of Problem Management are to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. Problem Management will be a major contributor to the Service Management mission by ensuring Problem Management best practices and execution in a consistent, practical, and viable way.

Job specifics/responsibilities:

• Problem Management has end-to-end accountability for the Problem Management process, standards, and strategic direction of the process within the account(s) and/or assignment.
• Acts as a trusted partner of the Delivery Lead, respective Technical Lead, and the Account Service Manager.
• Ensures the Delivery Lead and respective Technical Lead are aware of the process specifics to support customer’s most critical services and infrastructure.
• Participates or provides inputs to the “Account GSM Meeting” if requested by the ASM.
• Participates or provides inputs to the “Daily Operations Review Meeting” (DORM).
• Conducts service process reviews “Account Process Team Meeting” with the Delivery Lead and the respective Technical Leads on a regular basis.
• Accountable for the execution of his ITIL GSM process and procedures.
• Overall responsibility includes account specific process governance and improvement.
• Represents account requirements and best practices to the Regional Process Lead.
• Responsible for preparing DORM input reports for the account within their process domain.
• Influences behaviour of others without direct authority to drive operational excellence and achieve customer satisfaction.
• Supports “One Delivery Organization” and aligns priorities to those of the client and the account.
• Works closely with the DLs to improve quality of delivery.
• Promotes and oversees the adoption of standard delivery processes and tools.
• Helps the ASM to manage quality and costs.
• Is responsible to ensure all the various process components are executed through the many different organizations involved in Problem Management.
• Ensures RCA (Root Cause Analysis) documents/tickets are provided within SLA/KPI with high quality of content.
• Conducts RCA Analysis based on incident trend analysis where applicable.
• Reviews the effectiveness and efficiency of the Problem Management process within the account.
• Is responsible for updates of account specific process documentation including training of the many different organizations involved in Problem Management.
• Ensures all internal/external audits are successfully passed.

Customer Interaction:

• Works with customer problem process owner (counterpart) on all matters related to problem management.
• Successful Problem Management operations, through effective tracking and monitoring.
• Deliver as per contractual/account commitments and process standards.
• Ensure the agreed levels of service are maintained.
• Validates reports of Problem Management performance metrics.
• Performs Proactive Problem Account Process Documentation in place.
• Decrease of number of incidents as a result of Problem Management activities.
• Continual improvement plan in place and being executed against.
• No major issue reported during process reviews and audits.

Working relationships:

• Internally with Delivery Technical teams, Account teams, Service management team.
• Externally with Customer Process Manager (Counterpart).

Education (degree) and professional experience required:

• 2 years of Professional Experience in IT Support role.
• At least two years of relevant industry experience.
• Demonstrated operational outsourcing and service management experience.

Other requirements:

• Excellent fluency in written and verbal English.
• ITIL V3 foundation training is considered as an advantage.
• ITIL advanced certifications are considered as an advantage.

Personal skills and qualities:

• Business and Organizational knowledge.
• Excellent communication skills: Ability to effectively interact with people at all levels worldwide.
• Excellent presentation skills.
• Team player.
• Strong proven relationship building skills.
• Excellent oral and written communications skills.
• Ability to work independently with little to no supervision.
• Ability to establish and manage performance metrics.
• Ability to manage urgent and complex tasks simultaneously.
• Successful and timely delivery against commitments and deadlines.
• Results-oriented.
• Has initiative and decisiveness.
• Possesses tenacity and drive.
• Embraces and champions change.
• Willing and able to travel whenever necessary to support Account/Client meetings.

Technical skills:

• Strong Service Management knowledge.
• Preferred: ITIL certification by recognized bodies (ISEB/EXIN).
• MS Office applications.
• Data Analysis: transforming data to extracting information and draw conclusions.
• Problem Resolution: ability to resolve escalation issues or problems.
• Ability and willingness to motivate and support other process managers.
• Engineering and IT technical skills are considered as an advantage.

About the company:

DXC Technology is an American multinational information technology services and consulting company headquartered in Ashburn, Virginia.