Robert Wood
@robertwood
Problem Management leader at DXC Technology who governed RCA and corrective actions for 120+ clients.
United StatesWhat I'm looking for
At DXC Technology, I managed Problem Management and Knowledge Operations for 120+ clients, including Bank of America, JPMorgan Chase, and government-secured accounts. I handled reactive and proactive problem management, RCA documentation, and corrective action governance.
I facilitated post-mortems and built runbooks and Known Error knowledge content for client teams. I also coached process teams, provided performance feedback, and managed resource planning.
At PowerSchool, I supported SaaS production operations with engineering, facilitated post-incident reviews, and authored runbooks. Earlier, at CSC, I led a BMC Remedy 4.0 implementation from RFP through standup and training.
Experience
Work history, roles, and key accomplishments
Senior Service Delivery Manager
Gainwell
Sep 2025 - Apr 2026 (7 months)
Managed service delivery across multi-vendor teams, focusing on operational efficiency and process improvement. Consulted on Incident, Problem, and Change practices, supporting MMIS and claims/encounter environments.
Managed SaaS production operations on Azure and AWS, including incident bridges, Problem ownership, and change/release risk. Created runbooks and knowledge base articles, facilitated post-incident reviews, and mentored operations staff.
Led an international team of 7 in CI/CD, QA, and Release engineering on Azure and AWS. Authored runbooks and knowledge base content, and used Jira and Confluence for workflow and documentation.
Senior Compliance Consultant / ITIL Manager
Nov 2017 - Mar 2019 (1 year 4 months)
Consulted on ITSM Problem Management, analyzing ServiceNow data for compliance and service improvement. Supported TO-CIP by identifying regulatory risks and remediating control gaps in Change and Problem Management.
Program Manager – Problem Management, North America
May 2013 - Aug 2017 (4 years 3 months)
Global Problem Manager and Knowledge Operations champion for 120+ clients, owning reactive and proactive Problem Management, RCA documentation, and defect removal. Led process teams, managed budgets, and facilitated post-mortems.
Availability / Crisis / Major Incident Manager; Senior Problem Manager
CSC
Nov 2003 - May 2013 (9 years 6 months)
Managed major incidents and problem management, leading the bridge and writing problems. Led BMC Remedy 4.0 implementation from RFP through training.
Service Desk Manager
Providian Financial / Bank of America
Dec 1999 - Oct 2003 (3 years 10 months)
Managed 24/7 incident intake and escalation, knowledge base, and handoff into Problem and Change processes.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Bachelor of Science, Computer Information Systems
Earned a Bachelor of Science in Computer Information Systems.
IHK Stuttgart
Industrial Mechanical Engineering, Industrial Mechanical Engineering
Completed industrial mechanical engineering coursework.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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