Proactive Problem Manager

OverviewJob Description: The Analyst, Service Management performs cross-stack ITIL process management activities in line with DXC standards and customer requirements, following the agreed operating and governance model. This includes effective communication and coordination with account and delivery teams to drive compliance with the ITIL processes. The Analyst, Service Management can tell where a service towards our customer works well or fails and possesses the skills to identify and escalate process issues. The Analyst, Service Management prepares, reviews and presents ITIL process performance reports to help achieve effective and efficient service management.ResponsibilitiesSupport the established Service Management practices and processes for the account based on DXC and customer process modelExecute 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 managementSupport the effective and efficient management of core Service Management processesCommunicate and coordinate with account and delivery teams to drive compliance with the ITIL processes in scopeReview ITIL process performance reports and provide ITIL process performance statisticsRespond appropriately to service impacting eventsMaintain relevant process documentationActivitiesExecute ITIL process activities in line with the requirementsEnsure completion of in-scope Service Management deliverablesReview ITIL process performance to identify follow-up activities and issues to be addressedAttend operational meetings and work with account and delivery teams to achieve good compliance with the ITIL process objectivesInteract with internal stakeholders to execute ITIL process activitiesInterlock with delivery and account teams to obtain explanation on possible causes of issues that lead to process and service underperformanceIdentify failures in process executionPrepare reports to demonstrate the key delivery performance metrics of ITIL processesDrive account ITIL processes in line with key compliance and performance metricsProcess governanceSupport improvement initiatives on account and organizational levelsAcquire knowledge of DXC and customer-specific tools and infrastructureAcquire knowledge of the automation opportunities related to Service ManagementCommunicate and raise awareness of Service Management best practicesPrepare and maintain updated operational work instructions and ITIL process-related documents as per the DXC global process standardsEnsure the account ITIL processes are compliant with the applicable quality and security standardsKey deliverables/measuresMeet contractual obligationsAccount compliance to ITIL processesOperational meetings regularly attendedMaintain interlock with account, delivery teams and customer counterpartsProfessional relationship established with account management, delivery capabilities, customer and other key stakeholdersWorking RelationshipsInternalAccount management and delivery teamsAccount Run LeadsExternalDXC customersEducation degree and professional experience requiredDegree in a commercially orientated subject, ideally with analytical skillsBachelor's degree+ 1 year of experience in a business roleSkillsTechnical skillsGood command of MS OfficeAwareness of ServiceNowSoft skillsCommunication and coordination skills: verbal, written, presentation and facilitationFocus on operational efficiencyCollaboration and cooperationAbility to prioritize and perform multiple tasksTeam player - ability to bring together and work with a team of people with varied backgrounds and in a diverse multicultural environmentAbility to take informed decisionsAbility to work under pressure and handle stressful situations in a calm mannerAt DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here. #J-18808-Ljbffr