On-site Incident Manager

The On-site Incident Manager at DXC Technology will be responsible for defining and documenting processes and procedures related to Incident, Change, Problem, Capacity, and Availability management. This role involves linking customer processes with DXC operational procedures and supporting customer process owners in improving the maturity level of these processes.

Key Responsibilities:

• Reporting and following up on Service Level metrics weekly and monthly.
• Working closely with delivery teams to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
• Initiating service improvements regarding availability, performance, service demand, and cost.
• Establishing and running a governance model with relevant customer service management owners.
• Monitoring service level performance and addressing customer satisfaction gaps.
• Managing customer escalations and ensuring customer satisfaction goals are met.
• Advising customers as a trusted advisor through service performance analysis.

Incident Management Responsibilities:

• Managing the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
• Coordinating with IT teams and service desks to ensure timely incident resolution.
• Conducting post-incident reviews for continuous improvement.
• Maintaining and updating incident management documentation according to ITIL or relevant frameworks.
• Developing and delivering training on incident management processes and tools to IT staff.

Skills & Requirements:

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

Qualifications:

• ITIL V4 certification.
• 5+ years of experience working with relevant technologies.

At DXC Technology, we prioritize strong connections and community engagement, fostering an inclusive environment that supports well-being and productivity. The position is available full-time and on-site in Dubai, United Arab Emirates. There are no language requirements mentioned for this position.