Eoi: Incident and Problem Manager

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.

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.
- 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 process