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.
