- Create, drive, track and manage problem records and root cause analyses from GDNs
- Review and approve problems and agree appropriate action items. Perform quality review
- 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, internal technology teams or third-party vendors
- Liaison with other Service Management teams for support in delivering Problem Management, including Change, Configuration, Knowledge, Release and Incident Management
- Attend and minute regular Service Delivery review meetings with GDNs
- Host RCA review meetings
- Attend and minute Situation Review Meetings
- Own and communicate Problem Management processes to DXC s clients and DXC personnel
Problem Management Meetings
- Attend and minute regular Service Delivery review meetings with GDNs
- Attend and minute Situation Review Meetings
General
- Own and communicate Problem Management processes to DXC s clients and DXC personnel
- 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; with the following objectives: -
- Appropriate dissemination of technical and business impact after major incidents to DXC Global Delivery Networks (GDN), Account Run Lead (ARL), 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
- Assist in minimizing the potential for contractual penalties being assigned by the clients
- Ensure management and compliance controls are applied to all aspects of service execution
Skills
Technical Skills
- Technical knowledge and assimilation
- Infrastructure
- Applications
- Network Connectivity
- Server/Midrange/Mainframe Infrastructure
- Client liaison
Soft Skills
- Strong communication skills: verbal, written, presentation and facilitation
- Influencing skills
- Multitasking ability
