Job Description:

DXC Technology (NYSE: DXC) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company's technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology

An exciting opportunity now for an experienced Incident and Problem Manager to own and run the ITIL based Incident and Problem Management processes. You will provide management an oversight to all incidents, to drive operational effectiveness and efficiency of the Incident Management process and incident resolution to ensure business continuity.

You will also be conducting detailed trend analysis to identify underlying problems and develop solutions aimed at improving or eliminating such problems. As such you will be working closely with technical resolver groups ensuring that permanent solutions are found for defects, as well as working closely with managers of other ITIL disciplines, Service Delivery Management, Account Leaders as well as with the client.

You will identify problems and their causes and identify solutions to eliminate and or mitigate causes to prevent incidents or potential incidents from occurring. Proactive Problem Management will be a key deliverable.

The candidate will work closely with the ITIL Process SMEs, Service Delivery Managers, Assigned Service Providers (internal and external) and Client representatives.

They will possess comprehensive knowledge of the delivery organization and will be able to navigate quickly through the various organizations to resolve incident handling issues and/or problems escalated to their attention

Roles:

• Has end-to-end accountability for the Incident and Problem Management process, standards and strategic direction of the processes within the in-scope accounts.
• Responsible in ensuring all the various process components are executed through the many different organizations that are involved in Incident and problem Management
• Works with the Reporting team to ensure the collection and reporting of Incident Management metrics
• Reviews the effectiveness and efficiency of the Incident Management process

Key Responsibilities:

• Governs the Integrated Suppliers to be compliant with the Incident and Problem Management processes – Account Process Manager
• Maintains close contact and communication channels with the Service Management SME to ensure high quality service requirements are met.
• Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers
• Conduct incident management trend analysis within the supported production environments.  Does this with collated results from all suppliers to come up with a single view for the customer to make informed IT decisions
• Assist DXC and Clients with contractual and metrics reporting for both internal DXC and Client Specific requirements.
• Review and evaluate incident records to ensure handling of incident and severity level determination. Validate detail content to ensure all required information is accurate
• Analyze process metrics to identify and recommend improvements, improve productivity and increase client satisfaction.  Provide proactive analysis reports and raise service exposures
• Analyze the data collected to support and measure the progress in process improvement efforts and to validate best practices.
• Follow up on incident records that do not meet quality standards to prevent recurrence.
• Determine if root cause analysis is required and initiate Problem Management.
• Apply ITIL framework - Apply knowledge of the Information Technology Infrastructure Library (ITIL) framework and its importance in the IT industry
• Assist in staff and user training and improving the Incident and Problem Management process execution .
• Continuous Process Improvement within the Account.
• Capable of driving complex root cause analysis in combination with DXC Technical Capabilities, Account team members, Client teams and DXC / Client sub-contract vendors
• Perform pro-active root cause analysis based on incident trends and non-incident-based triggers (ex. SLA breaches, complaints).
• Familiar with formal Root cause analysis techniques (eg: 5-why’s methodology) and able to prepare high quality RCA documents using the standard templates.
• Review operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement

Qualifications / Experience & Skills Requirements

• University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
• Overall 4 to 6 years of IT Industry experience with at least three years of relevant industry experience.
• Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.
• Strong ITSM Process depth and breadth for incident management. Responsible for end to end Incident Management function for a given account or a set of accounts.
• Strong Service Management knowledge. ITIL Foundations, Incident Managers Practitioner Certificate or ITIL Managers Certificate
• Must meet and maintain security clearance requirements of DXC and relevant client(s).
• Continuous improvement and trend analysis proven experience and results.
• Service Management transition projects to/from IT outsourcer (desirable)
• Implementing ITIL Incident and Problem Management processes
• Kepner-Tregoe Resolve (or similar)
• Previous service integration experience (desirable)
• Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills. Should be capable of explaining technical concepts in non-technical client facing language.
• Excellent presentation and customer facing skills.
• Good understanding of service levels and other performance metrics, their meaning and applicability.
• Influential, especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customer-facing skills.
• Team player: Ability to effectively interact with people at all levels worldwide.
• Strong negotiation skills.
• Ability to apply sensible risk management.
• Strong analytical and problem-solving skills.
• Quick thinking and decisiveness.
• Creative and innovative skills.
• Ability to build and maintain client relationships.
• Strong process management skills.

Applicants must be Australian Citizens at the time of application. If you are looking for your next role and are looking for remote work, please apply!

If you are a self-starter with a strong customer focus and with a results oriented approach, complimented by your strong verbal and written communication skills, we would like to hear from you.

Trust, Transform & Thrive with a company whose mission is to lead clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies.

If you are a self-starter with a strong customer focus and a results oriented approach complimented by your strong verbal and written communication skills, we would like to hear from you. 

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.