- Drive all major incidents to resolution as quickly as possible
- Ensure that incidents meet the Service Level Agreement (SLA)
- Provide coordination across all support teams to ensure timely resolution of incidents
- Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach
- Participate in regular incident meetings to review open incidents and drive timely closure
- Prepare periodic service reports for stakeholders
- Perform analysis to identify incident trends
- Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process
- Track and report all Incident Management related KPIs
- Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans
- Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions
- Work with various support teams to drive problem tickets to closure
- Track follow up actions ensuring timely closure of problem tickets
- Perform analysis to identify and register problem tickets
- Gatekeeper of all known errors
- Track and report all problem management related KPIs
- Bachelor's degree in Business, Computer Science, or related discipline required
- 5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
- Experience in Application support, Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware services
- Good understanding of government landscape is a plus
- Strong communication skills and able to articulate complex matters in concise manner
- Good inter-personal skills with the ability to manage customers well
- Strong analytical skills and able to deal with complex technical and process subject matters
- Self-motivated and able to work independently
- ITIL certification is a must
Problem Manager - Singapur, Singapore - DXC Technology
Description
Job Description:
DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver mission critical IT services that move the world. At DXC we pride ourselves on delivering excellence in everything we do. What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients.
Job Responsibilities
Incident Management:
Problem Management:
Requirements
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