Senior IT 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

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.