Problem & Knowledge Manager

About the role

DXC Technology is looking for a Problem & Knowledge Manager to enhance IT service quality in Saudi Arabia. The role will drive problem investigations, coordinate permanent fixes, maintain known error records and strengthen knowledge management across IT teams.

Key responsibilities

• Own the full problem‑management lifecycle from identification through resolution and closure.
• Lead root‑cause analysis for recurring or high‑impact incidents and work with technical teams to implement permanent fixes.
• Track corrective and preventive actions, ensuring clear owners and timelines.
• Maintain accurate problem records and a known‑error database, including workarounds.
• Analyse incident trends to spot recurring issues and improve service reliability.
• 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 and relevance and establish a regular review cycle.
• Encourage and monitor knowledge‑base usage, measuring its impact on incident resolution.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 3 years of hands‑on experience in IT service management, problem management and knowledge management.
• Proven ability to lead root‑cause analysis and coordinate corrective actions with technical teams.
• Working knowledge of ITIL practices and experience with an ITSM platform such as ServiceNow, BMC Remedy or Jira Service Management.
• Strong analytical, documentation and stakeholder‑management skills.

Required skills

• ITIL practices
• ServiceNow
• BMC Remedy
• Jira Service Management
• Root Cause Analysis
• knowledge management automation
• AI‑assisted tools