Problem & Knowledge Manager

DXC Technology Company; Saudi Arabia; On-site; SAR 180,000 - 240,000; Full time

Job summary

DXC Technology in Saudi Arabia is seeking a Problem & Knowledge Manager to enhance IT service quality by pinpointing recurring incident causes and enabling easy reuse of effective solutions by support teams.

You will manage problem investigations, coordinate permanent fixes, maintain knowledge resources, and strengthen knowledge management practices across IT teams. A bachelor’s degree and ITIL/ITSM experience are required.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years in IT service management with hands-on problem management and knowledge management.
• Experience leading root cause analysis and coordinating corrective actions with technical teams.
• Working knowledge of ITIL practices and ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management.

Responsibilities

• Own the problem management lifecycle from identification to resolution and closure.
• Lead root cause analysis for recurring/high-impact incidents with technical teams to identify permanent fixes.
• Track corrective and preventive actions, ensuring owners and timelines are clear.
• Maintain a knowledge base and a known error database with effective workarounds when appropriate.
• Analyze incident trends to identify recurring issues and opportunities to improve service reliability.
• Provide stakeholders with clear updates on investigation progress, risks, and resolution.
• Develop and maintain a searchable knowledge base for IT services and support teams.
• Capture solutions and lessons learned with SMEs and review knowledge articles for accuracy and relevance.

Skills

Problem management

Knowledge management

Root cause analysis

ITIL

ITSM tools

Education

Bachelor's degree in Computer Science / Information Technology

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

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.