EOI: Incident and Problem Manager

2 weeks ago

Melbourne, Victoria, Australia DXC Technology Full time

Job Description:

DXC Technology, a leading independent IT services company, is currently offering an exciting opportunity for an experienced Incident and Problem Manager to manage the ITIL based Incident and Problem Management processes. In this role, you will oversee all incidents, drive operational effectiveness, and work towards ensuring business continuity.

Responsibilities include conducting detailed trend analysis to identify underlying problems, collaborating with technical resolver groups to find permanent solutions, and closely working with various ITIL disciplines, Service Delivery Management, Account Leaders, and clients. Proactive Problem Management will be a key focus.

The ideal candidate will have a strong IT background, the ability to navigate efficiently through different organizations, and work closely with ITIL Process SMEs, Service Delivery Managers, and Client representatives.

Roles:

  • Accountability for the Incident and Problem Management process and strategic direction within in-scope accounts
  • Collaboration with Reporting team for Incident Management metrics
  • Ensuring efficient execution of process components through different organizations
  • Reviewing and analyzing the effectiveness of Incident Management

Key Responsibilities:

  • Ensuring compliance of Integrated Suppliers with Incident and Problem Management processes
  • Maintaining communication with Service Management SME for quality service provision
  • Assisting in decision making for process improvements and performance metrics
  • Conducting trend analysis for incident management
  • Facilitating contractual and metrics reporting
  • Reviewing incident records and validating information accuracy
  • Utilizing process metrics for improvements and increasing client satisfaction
  • Performing root cause analysis and initiating Problem Management
  • Applying ITIL framework and providing staff and user training
  • Continuous Process Improvement
  • Driving complex root cause analysis and preparing RCA documents
  • Reviewing Problem Management Performance Measures for efficiency and effectiveness

Qualifications / Experience & Skills Requirements

  • Degree in Computer Science, IT, or related field
  • 4 to 6 years of IT Industry experience
  • Operational outsourcing and service management experience
  • ITIL Foundations or Practitioner Certificate
  • Strong communication, presentation, and negotiation skills
  • Understanding of service levels, performance metrics, and risk management
  • Analytical, problem-solving, and innovative skills
  • Ability to build and maintain client relationships
  • Process management expertise

Trust, Transform & Thrive with DXC Technology If you are a self-starter with a customer-focused approach and excellent communication skills, we want to hear from you.

Your working environment

DXC offers a flexible working approach that considers individual preferences and operational needs for a dynamic work environment.

Our culture and benefits

DXC is dedicated to fostering an inclusive, diverse, and environmentally conscious culture. We prioritize our employees' well-being and offer competitive benefits, training, and career growth opportunities.

How to apply & our commitment to you in return

If you seek an innovative, results-driven work culture, click "Apply Now" to submit your application. We promise a fair and enjoyable hiring process that allows you to showcase your best self while learning about us.

DXC is an Equal Opportunity Employer. We celebrate diversity and provide accommodation for qualified individuals with disabilities.

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