Problem & Knowledge Manager

Role Overview

DXC Technology is looking to hire a Problem & Knowledge Manager in Riyadh, Saudi Arabia, focusing on enhancing IT service quality by uncovering root causes of frequent incidents and facilitating easy access and reuse of effective solutions by support teams. This position involves managing problem investigations, implementing lasting fixes, maintaining records of known errors, and reinforcing knowledge management across various IT groups.

Key Duties

• Manage the full problem management lifecycle, from initial detection to resolution and closure.
• Lead detailed root cause analyses for repetitive or critical incidents, collaborating with technical teams to identify and introduce permanent solutions.
• Oversee corrective and preventive actions, ensuring accountability and defined deadlines.
• Keep accurate problem records and a database of known errors, adding workaround information as applicable.
• Evaluate incident data to spot recurrence patterns and areas to boost service reliability.
• Regularly inform stakeholders regarding investigation progress, risks involved, and final solutions.
• Create and upkeep a searchable knowledge repository for IT services and support personnel.
• Partner with experts to collect solutions, troubleshooting guides, and insights from past incidents.
• Ensure knowledge articles are precise, clear, relevant, and reviewed periodically.
• Motivate support teams to utilize and contribute to the knowledge base actively.
• Monitor how effectively knowledge content reduces incidents and repeat queries.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, or a closely related discipline.
• Minimum of 3 years working experience in IT service management with practical exposure to problem and knowledge management.
• Hands-on experience conducting root cause analyses and coordinating with technical teams on corrective measures.
• Familiarity with ITIL frameworks and proficiency using ITSM solutions like ServiceNow, BMC Remedy, or Jira Service Management.
• Excellent analytical, documentation, communication, and stakeholder coordination abilities.
• ITIL 4 certification is advantageous.
• Experience working with multifaceted technical teams is preferred.
• Awareness of knowledge management automation or AI-enabled support tools is a plus.

Desired Candidate Attributes

We seek an individual capable of transforming incident insights into clear, actionable steps; managing problems to stable resolutions; and promoting effective knowledge reuse among IT teams to continually improve service delivery.