Problem & Knowledge Manager

Problem & Knowledge Manager

DXC Technology | Saudi Arabia

Experience: 6+ years

Role Summary

DXC Technology is seeking a Problem & Knowledge Manager to improve IT service quality by identifying the causes of recurring incidents and making effective solutions easy for support teams to find and reuse. The role will manage problem investigations, coordinate permanent fixes, maintain known error records, and strengthen knowledge management practices across IT teams.

Key Responsibilities

Problem Management

• Own the problem management lifecycle, from identification and investigation through resolution and closure.
• Lead root cause analysis for recurring and high-impact incidents, working with technical teams to identify permanent fixes.
• Track corrective and preventive actions, ensuring owners and timelines are clear.
• Maintain accurate problem records and a known error database, including workarounds where appropriate.
• Analyse incident trends to identify recurring issues and opportunities to improve service reliability.
• Provide stakeholders with clear updates on investigation progress, risks, and resolution.

Knowledge Management

• Develop and maintain a searchable knowledge base for IT services and support teams.
• Work 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 use and contribute to the knowledge base.
• Track knowledge usage and effectiveness, including whether articles help resolve incidents and reduce repeat queries.

Required Experience and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in IT service management, including hands-on problem management and knowledge management.
• Practical experience leading root cause analysis and coordinating corrective actions with technical teams.
• Working knowledge of ITIL practices and experience using an ITSM platform such as ServiceNow, BMC Remedy, or Jira Service Management.
• Strong analytical, documentation, communication, and stakeholder management skills.

Preferred Experience

• ITIL 4 certification.
• Experience supporting cross-functional technical teams.
• Familiarity with knowledge management automation or AI-assisted tools.

What We Are Looking For

Someone who can turn incident data into clear actions, follow problems through to a lasting resolution, and help teams reuse what they have learned.