On-site - Incident Manager at DXC Technology

Dubai, Dubai, United Arab Emirates

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

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
ITIL V4 certification
5+ years’ experience working with relevant technologies (Incident, Change, Problem, Capacity, Availability Management)

Responsibilities

Define and document DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and act as process manager
Link customer processes with DXC operational procedures
Support customer process owners in improving maturity level of customer processes
Report and follow up on Service Level metrics weekly and monthly
Work closely with delivery teams to ensure SLAs and KPIs are met
Initiate service improvements regarding availability, performance, service demand, and cost
Ensure all service deliverables are implemented and measured through service level metrics
Identify and recommend reporting improvements, delivery projects, contract changes when required
Establish and run governance model with customer service management and process owners
Run regular (weekly/monthly) process and procedure reviews with client stakeholders
Monitor service level performance and address customer satisfaction gaps and issues
Manage customer escalations and ensure satisfaction goals are met (act as Escalation Manager)
Proactively advise customer through service performance analysis (become trusted advisor)
Understand customer requirements and ensure DXC solutions meet expectations per contract
Advocate for DXC
Manage daily operations of process execution (Incident, Change, Problem, Capacity Management)
Ensure delivery teams are aware of processes, procedures, and documentation
Participate in internal delivery reviews and meetings to drive excellence and proactivity
Interface with client IT Leadership and VIP community
Interface with customer counterparts (process owners, service management)
Communicate service status and issues to client IT Leadership
Manage incident lifecycle: detection, logging, classification, prioritization, investigation, resolution, closure
Coordinate with IT teams and service desk for timely incident resolution and minimal downtime
Escalate incidents per established processes
Communicate incident status, impact, and resolution progress to stakeholders
Conduct post-incident reviews to identify root causes and drive continuous improvement
Maintain and update incident management process documentation and ensure compliance (e.g., ITIL)
Develop and deliver training on incident management processes and tools to IT staff
Collaborate with Problem and Change Managers for seamless coordination

Skills

Key technologies and capabilities for this role

Incident ManagementChange ManagementProblem ManagementCapacity ManagementAvailability ManagementSLA ManagementKPI ReportingProcess ImprovementEscalation ManagementService GovernanceITIL Processes

Questions & Answers

Common questions about this position

Is this Incident Manager role remote or on-site?

This is an on-site position as indicated by the job title.

What are the key responsibilities in incident management for this role?

The role involves managing the incident lifecycle including detection, logging, classification, prioritization, investigation, resolution, and closure; coordinating with IT teams for timely resolution; escalating incidents; communicating status to stakeholders; conducting post-incident reviews; and maintaining process documentation compliant with ITIL.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What processes is the Incident Manager responsible for?

The role requires defining and documenting DXC processes and procedures for Incident, Change, Problem, Capacity, Availability, etc., acting as process manager, linking customer processes with DXC procedures, and daily operations responsibility for processes execution including Incident, Change, Problem, and Capacity Management.

What experience or skills make a strong candidate for this role?

Strong candidates will have expertise in ITIL frameworks, experience managing incident lifecycles and service processes like Change and Problem Management, skills in customer governance and escalations, and the ability to drive service improvements and communicate with client IT leadership.

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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