Incident Manager IT 事件经理 at DXC Technology

Wuhan, China

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

Requirements

Associate degree or above, preferably in Computer Science and Technology, Information Management, Software Engineering, or related fields
ITIL 4 Foundation or higher certification (e.g., ITIL 4 Specialist - Create, Deliver and Support), CISSP, PMP, or similar certifications preferred
English proficiency at CET-4 level or equivalent
2+ years of experience in IT operations, technical support, or incident management, with experience handling complex incidents (e.g., core system outages, large-scale data anomalies)
Familiarity with enterprise IT architecture (e.g., cloud services, distributed systems, network architecture) preferred
Knowledge of common IT fault troubleshooting methods (e.g., log analysis, performance monitoring tools) and ability to read basic technical documents (e.g., system architecture diagrams, error logs)
Proficiency with incident management tools (e.g., ServiceNow, Jira) or monitoring tools (e.g., Prometheus, Zabbix)
Calm and decisive under pressure, able to prioritize high-impact urgent issues in high-stress environments
Strong communication and coordination skills to break down silos and drive collaboration across technical, business, and customer service teams
Strong logical analysis and post-incident review skills to identify root causes, process gaps, and actionable improvements
Service-oriented mindset with strong responsibility, focused on minimizing business impact while balancing technical solutions with business and customer needs

Responsibilities

Rapidly respond to and coordinate resolution of sudden IT or business incidents from frontline support or monitoring systems (e.g., system outages, data breaches, process interruptions), minimizing impact on business continuity, customer experience, and losses
Classify incidents based on predefined standards (e.g., impact scope, urgency, estimated business loss) such as P1 (core business interruption) or P2 (partial function anomalies), and initiate corresponding emergency response processes
Coordinate across technical teams (e.g., development, operations, network security), business departments (e.g., operations, customer service), and external partners (e.g., cloud providers, hardware vendors), clarifying roles, driving problem identification, and implementing solutions to avoid delays
Track incident resolution progress in real-time, record key milestones (e.g., fault identification time, solution implementation time), organize technical review meetings for complex issues, provide data/resource support, and escalate to management if needed
Document the entire incident process, producing standardized incident reports including description, impact, steps, resolution, responsible parties, and timeline for traceability and audit
Maintain incident management tools (e.g., Jira Service Management, ServiceNow), configure reporting templates and automation rules (e.g., auto-notifications for escalations), and assist in optimizing monitoring systems (e.g., log/performance monitoring) for early risk warnings
Communicate progress internally to management (e.g., "P1 incident affecting 30% user payments, expected recovery in 1 hour") and coordinate customer updates via business/service teams (e.g., announcements, SMS) to reduce complaints
Manage risks and expectations by communicating potential delays/business losses (e.g., "10% order drop") and assisting in compensation strategies (e.g., extended promotions, coupons) to balance customer experience and costs

Skills

Key technologies and capabilities for this role

ITILJira Service ManagementServiceNowIncident ManagementIT OperationsLog AnalysisPerformance MonitoringIT ArchitectureCloud ServicesNetwork SecurityPMPCISSP

Questions & Answers

Common questions about this position

What experience is required for the Incident Manager position?

Candidates need 2 years or more of IT operations, technical support, or incident management experience, including handling complex incidents like core system outages or large-scale data anomalies.

What certifications are preferred for this role?

ITIL 4 Foundation or higher (such as ITIL 4 Specialist - Create, Deliver and Support), CISSP, or PMP certifications are preferred and will be prioritized.

What is the work model or location policy at DXC Technology?

The work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.

What is the company culture like at DXC Technology?

DXC Technology believes strong connections and community are key to success, committing to foster an inclusive environment where everyone can thrive.

What makes a strong candidate for this Incident Manager role?

Strong candidates have a relevant degree, ITIL or similar certifications, experience with complex IT incidents, proficiency in tools like ServiceNow or Jira, and excellent cross-team coordination and calm decision-making under pressure.

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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