Gestor de Problemas

Job Description: At DXC we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.

People in Corporate Functions make DXC a well-run and high-functioning organization. Each team contributes to DXC's success, and everyone delivers world-class service and has opportunities to grow and learn.

Who You Are:

• 4 a 6 años de experiencia en gestión de problemas, soporte TI, gestión de incidentes o soporte de segundo nivel.

• Experiencia en entornos corporativos de TI, idealmente manufactura o industria.

• Capacidad para resolver problemas complejos e implementar soluciones permanentes.

• Pensamiento analítico y crítico para identificar patrones y tendencias.

• Experiencia realizando análisis de causa raíz (Root Cause Analysis).

• Excelente comunicación y trabajo transversal con equipos técnicos y de negocio.

• Capacidad para facilitar reuniones técnicas, liderar discusiones y generar consensos.

• Orientación a la mejora continua y prevención de incidentes recurrentes.

• Dominio de Gestión de Problemas bajo ITIL v3 e ITIL 4.

• Experiencia en gestión reactiva y proactiva de problemas.

• Manejo de metodologías de análisis de causa raíz (5 Why, Ishikawa, análisis de tendencias).

• Gestión de errores conocidos (Known Errors) y documentación de workarounds.

• Experiencia utilizando BMC Helix, ServiceNow u otras herramientas ITSM para Problem Management.

• Creación, seguimiento y cierre de tickets de problemas hasta la implementación de soluciones definitivas.

• Capacidad para evaluar impacto, frecuencia y riesgo de los problemas para el negocio.

• Conocimiento de entornos industriales y continuidad operativa de manufactura.

• Coordinación de especialistas técnicos para investigaciones y planes de resolución.

• Liderazgo de Problem Boards o comités de problemas.

• Gestión de backlog de problemas y seguimiento de planes de acción.

• Elaboración y presentación de métricas e informes ejecutivos de Problem Management.

• Análisis de tendencias y recomendaciones para la mejora del servicio.

• ITIL v3 Foundation (requerida).

• ITIL 4 Foundation (deseable).

• Certificaciones ITIL orientadas a Service Operation, Problem Management o ITIL Managing Professional (deseables).

• Conocimientos o certificaciones en Lean IT, Six Sigma o metodologías de mejora continua (deseables).

• Idiomas: Español, Inglés y Portugués.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity, and inclusion and are dedicated to strong ethics and corporate citizenship.

At 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.