Incident Problem Manager

The Problem Manager is part of the team delivering Problem Management Services for DXC clients. This role includes the following key areas: -
Problem Management Recording of all problems; RCA investigation, obtaining root cause diagnosis; agreement and tracking of corrective action measures and delivering RCA document to account teams.
Pro-Active Problem Management: Trend Analysis; Identifying scalable preventive actions; Derive ways and methods to reduce the MTTR and to ensure Zero repeat incidents for which root cause analysis had been performed.
Key Stakeholder liaison Regular and ad-hoc meetings reviewing issues with the key stakeholders
The role requires a considerable range of skills including: -Intermediate technical knowledge in a wide variety of areas. Client liaison Conflict and pressure management Chair and control meetings with various stakeholders. Excellent verbal and written skills Multitasking ability Insights into Proactive problem management (Trend analysis)
Problem Management Service - Scope and Objectives To provide Problem Management services for all in-scope major incidents and problems impacting the DXC client and technical environment, supported by DXC and Pro-Active Problem Management with the following objectives: -Review technical and business impact after major incidents with DXC Capability teams, Account teams, client representatives, and senior DXC managers. Ensure major problems have the correct level of management escalation Obtain complete root cause diagnosis for problems, including the assignment of appropriate actions to prevent re-occurrence Use problem metrics reports provided by the Global Reporting Team and track to completion including action items Provide management information to GDNs, ARLs, and DXC senior management on problem diagnosis, mitigating actions, and progress Ensure management and compliance controls are applied to all aspects of service execution. Appropriate Trend Analysis to track the problems before it impacts the Customers. Strive to reduce the number of incidents regardless of priorities. To ensure Zero repeat incidents for which root cause analysis had already been performed.
Responsibilities Problem Management Create, drive, track, and manage problem records and root cause analyses. Review and approve problems and agree on appropriate action items. Perform quality review Oversee RCAs that are being written by Junior problem managers and mentors when needed. Escalation of problem resolution issues to senior management Liaise with DXC ARL or Delivery Executive (DE) for assessment of Priority and Urgency ratings, and Business Impact Communication of problem action items to DXC GDN, ARL, DE, or business approver and if applicable, to the client’s businesses, and internal technology teams. Liaison with other Service Management teams for support in delivering Problem Management, including Change, Configuration, Knowledge, Release, and Incident Management Performs proactive problem management analysis with the goal of identifying and resolving systemic issues. Assist with project-related initiatives.
Problem Management Meetings Hosting calls for root cause analysis. Weekly meetings with capabilities to work on the status of Tasks if needed. Monthly meetings with stakeholders to provide ticketing stats if needed.