Incident Manager

The Incident Manager is responsible for defining and documenting the processes and procedures at DXC Technology, including Incident, Change, Problem, Capacity, and Availability Management. This role entails linking customer processes with DXC operational procedures and supporting customer process owners to improve the maturity level of their processes.

Key responsibilities include:

• Monitoring and reporting Service Level metrics on a weekly and monthly basis.
• Collaborating closely with delivery teams to ensure SLAs and KPIs are consistently met across all service components.
• Initiating service improvements to enhance availability, performance, service demand, and cost-efficiency.
• Establishing and managing a governance model with customer service management and process owners.
• Conducting regular process and procedure reviews with client counterparts.
• Managing service level performance, customer satisfaction, and escalations.
• Acting as a trusted advisor to customers through performance analysis and ensuring that DXC solutions meet customer expectations.

In terms of incident management, the manager will oversee the full incident lifecycle, ensuring timely coordination among IT teams and the service desk to minimize downtime. Responsibilities include:

• Communicating the incident status and resolution progress to stakeholders.
• Conducting post-incident reviews and maintaining compliance with ITIL or other relevant frameworks.
• Developing training for IT staff on incident management processes and tools.
• Collaborating with Problem and Change Managers to ensure smooth coordination among incident, problem, and change management processes.

Skills & Requirements:

• Expertise in incident management and coordination.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Capability to work under pressure and manage high-stress situations.
• Strong organizational and multitasking skills.

Qualifications:

• ITIL V4 certification.
• 5+ years of relevant experience.

At DXC Technology, we value strong connections and community, prioritizing in-person collaboration while offering flexibility to support various work styles. We are dedicated to fostering an inclusive environment where everyone can thrive.