Expression of Interest

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. The role can be based in Sydney or across any other city around Australia.

You 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.

**Responsibilities**:

- Governs the Integrated Suppliers to be compliant with the Incident and Problem Management processes - Account Process Manager
- Provide ITIL best practices in Problem Management, to result in consistent execution of Root Cause Analysis, Corrective Actions
- Effective end to end Incident and Problem management across a multi-vendor organisation including service integration
- Governance activities in accordance with the Incident and Problem Management processes
- Coordinate E2E support and resolution of service management processes, in line with agreed SLAs
- Working closely with the Service Desk to manage and escalate backlog of incidents/problems.
- Setup and facilitate Post Incident Review meetings
- Work with Change and Release Management to document incidents or problems caused by failed or unauthorised change
- Analyse and report on patterns and trends to improve future service delivery and reduce incident volumes
- Design, development and delivery of training programs
- Review operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement.

It is expected that you will possess the following:

- University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
- 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 Service Management knowledge. ITIL Foundations, Incident Managers Practitioner Certificate or ITIL Managers Certificate
- 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
- Ability to develop, comprehend, interpret and align with company policies and procedures
- Excellent communication and relationship-building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
- Ability to work on own and as part of a team
- Strong analytical and problem-solving skills.

**Our culture and benefits**

DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include:

- Extensive resources to support your onboarding and continual development including DXC University
- DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
- We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
- More time to do the things you love with flexible leave options, including purchased leave
- Take time to give back with charitable and emergency services volunteer days
- Well-being matters to us and our Employee Assistance Program is there to support you and your family
- And of course, all the basics; novated leasing, discounted health insurance, paid parental leave and many other discounts

In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time.

**We are an Equal Opportunity Employer**

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.