Problem & Knowledge Manager

About the Role

DXC Technology is seeking a Problem & Knowledge Manager to enhance IT service quality. This full-time role, based in Saudi Arabia, focuses on identifying root causes of recurring incidents and ensuring that effective solutions are readily accessible to support teams. The position involves managing problem investigations, coordinating permanent fixes, and strengthening knowledge management practices across IT teams.

Key Responsibilities

The Problem & Knowledge Manager will oversee both problem management and knowledge management functions. This includes leading investigations into IT service issues and developing resources for efficient resolution.

Problem Management Duties

• Manage the problem management lifecycle from identification through resolution and closure.
• Lead root cause analysis for recurring and high-impact incidents, collaborating with technical teams to identify permanent solutions.
• Track corrective and preventive actions, ensuring clear ownership and timelines.
• Maintain accurate problem records and a known error database, including appropriate workarounds.
• Analyze incident trends to identify recurring issues and opportunities for service reliability improvements.
• Provide stakeholders with updates on investigation progress, risks, and resolution status.

Knowledge Management Duties

• Develop and maintain a searchable knowledge base for IT services and support teams.
• Collaborate with subject matter experts to capture solutions, troubleshooting steps, and lessons learned.
• Review knowledge articles for accuracy, clarity, and relevance, and establish a regular review cycle.
• Encourage support teams to utilize and contribute to the knowledge base.
• Track knowledge usage and effectiveness, including its impact on incident resolution and reduction of repeat queries.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience in IT service management, with a focus on problem and knowledge management. The ideal candidate will be able to translate incident data into actionable insights, drive problems to lasting resolutions, and facilitate knowledge sharing among teams.

Application Process

The salary for this position will be disclosed during the recruitment process.