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.