On-site - Incident Manager

Job Description

Job Description:

• Responsible defining and documenting the DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and be a process manager for these
• Link customer processes with DXC operational procedures
• Support the customer process owners in improving the maturity level of the customer processes
• Reports and follow up Service Level metrics on a weekly and monthly basis
• Work closely with delivery to ensure SLAs and KPIs are met through all the service components
• Initiate service improvements with regards to availability, performance, service demand and cost
• Ensure all service deliverables are implemented and measured through service level metrics
• Identify and recommend reporting improvement, delivery projects, contract changes when required
  
  

Customer Management

• Establish and run a governance model with the relevant customer service management owner(s) and process owners
• Run regular (i.e. Weekly/Monthly) process and procedure reviews with Client’s service management owner(s) and client’s process owners
• Monitors service level performance and addresses customer satisfaction gaps and issues in service delivery
• Manages customer escalations and ensure customer satisfaction goals are met (acts as Escalation Manager according to Escalation Management process)
• Proactively advises the customer (become trusted advisor for the customer) through service performance analysis
• Understands customer requirements and ensure that DXC designed solutions meet customer expectations according to the contract
• Being an advocate of DXC
  
  

Delivery Management

• The Service Manager has a daily operations responsibility to run and manage the processes execution (i.e. Incident, Change, Problem Management and Capacity Management)
• Ensure delivery teams are aware of all the processes, procedures and available documentation
• Participate to internal delivery reviews and meetings, drives delivery toward excellence and proactivity
  
  

Communication

• Interfacing with the client IT Leadership and VIP community members
• Interfacing with Customer counterparts (Process owners, Service Management Function)
• Communicate service status and issues to Client IT Leadership
  
  

Incident Management

Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.

• Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime
• Escalate incidents as necessary according to established escalation processes
• Communicate incident status, impact, and resolution progress to stakeholders, including users and management
• Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes
• Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks
• Develop and deliver training on incident management processes and tools to IT staff
• Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes
  
  

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
• 5+ years’ experience working with the relevant technologies above
  
  

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.

---