Proactive Problem Manager at DXC Technology

Erskine, Scotland, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

IT ServicesIndustries

Requirements

Degree in a commercially orientated subject, ideally with analytical skills
Bachelor's degree +1 year of experience in a business role
Good command of MS Office
Awareness of ServiceNow
Communication and coordination skills: verbal, written, presentation and facilitation
Focus on operational efficiency
Collaboration and cooperation
Ability to prioritize and perform multiple tasks
Team player - ability to bring together and work with a team of people with varied backgrounds and in a diverse multicultural environment
Ability to take informed decisions
Ability to work under pressure (inferred from incomplete description)

Responsibilities

Support the established Service Management practices and processes for the account based on DXC and customer process model
Execute cross-stack ITIL process activities as agreed for the account, which may include activities in one or more of the following areas - Change, Release, Capacity, Configuration, Availability, Problem, Incident, High-priority Incident, Reporting or Service Level management
Support the effective and efficient management of core Service Management processes
Communicate and coordinate with account and delivery teams to drive compliance with the ITIL processes in scope
Review ITIL process performance reports and provide ITIL process performance statistics
Respond appropriately to service impacting events
Maintain relevant process documentation
Execute ITIL process activities in line with the requirements
Ensure completion of in-scope Service Management deliverables
Review ITIL process performance to identify follow-up activities and issues to be addressed
Attend operational meetings and work with account and delivery teams to achieve good compliance with the ITIL process objectives
Interact with internal stakeholders to execute ITIL process activities
Interlock with delivery and account teams to obtain explanation on possible causes of issues that lead to process and service underperformance
Identify failures in process execution
Prepare reports to demonstrate the key delivery performance metrics of ITIL processes
Drive account ITIL processes in line with key compliance and performance metrics
Support improvement initiatives on account and organizational levels
Acquire knowledge of DXC and customer-specific tools and infrastructure
Acquire knowledge of the automation opportunities related to Service Management
Communicate and raise awareness of Service Management best practices
Prepare and maintain updated operational work instructions and ITIL process-related documents as per the DXC global process standards
Ensure the account ITIL processes are compliant with the applicable quality and security standards
Meet contractual obligations
Maintain account compliance to ITIL processes
Attend operational meetings regularly
Maintain interlock with account, delivery teams and customer counterparts
Establish professional relationship with account management, delivery capabilities, customer and other key stakeholders

Skills

Key technologies and capabilities for this role

ITILService ManagementChange ManagementIncident ManagementProblem ManagementRelease ManagementCapacity ManagementConfiguration ManagementAvailability ManagementService Level ManagementProcess Reporting

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What key skills are required for the Analyst, Service Management role?

The role requires knowledge of ITIL processes including Change, Release, Capacity, Configuration, Availability, Problem, Incident, and Service Level management, along with skills in communication, coordination, report preparation, and process governance.

What is the company culture or work environment like at DXC Technology for this role?

This information is not specified in the job description.

What makes a strong candidate for the Proactive Problem Manager role?

Strong candidates will have experience supporting ITIL processes, executing cross-stack activities, communicating effectively with teams, reviewing performance reports, and driving process compliance and improvements.

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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