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On-site – Incident Manager page is loaded## On-site – Incident Managerlocations: ARE – DU – DUBAItime type: Full timeposted on: Posted Todayjob requisition id: **Job Description:**Job Description: \u2022 Responsible defining and documenting the DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and be a process manager for these. \u2022 Link customer processes with DXC operational procedures. \u2022 Support the customer process owners in improving the maturity level of the customer processes. \u2022 Reports and follow up Service Level metrics on a weekly and monthly basis. \u2022 Work closely with delivery to ensure SLAs and KPIs are met through all the service components. \u2022 Initiate service improvements with regards to availability, performance, service demand and cost. \u2022 Ensure all service deliverables are implemented and measured through service level metrics. \u2022 Identify and recommend reporting improvement, delivery projects, contract changes when required. Customer Management \u2022 Establish and run a governance model with the relevant customer service management owner(s) and process owners. \u2022 Run regular (i.e. Weekly\/Monthly) process and procedure reviews with Client\u2019s service management owner(s) and client\u2019s process owners. \u2022 Monitors service level performance and addresses customer satisfaction gaps and issues in service delivery \u2022 Manages customer escalations and ensure customer satisfaction goals are met (acts as Escalation Manager according to Escalation Management process). \u2022 Proactively advises the customer (become trusted advisor for the customer) through service performance analysis. \u2022 Understands customer requirements and ensure that DXC designed solutions meet customer expectations according to the contract. \u2022 Being an advocate of DXC. Delivery Management \u2022 The Service Manager has a daily operations responsibility to run and manage the processes execution (i.e. Incident, Change, Problem Management and Capacity Management). \u2022 Ensure delivery teams are aware of all the processes, procedures and available documentation. \u2022 Participate to internal delivery reviews and meetings, drives delivery toward excellence and proactivity. Communication \u2022 Interfacing with the client IT Leadership and VIP community members. \u2022 Interfacing with Customer counterparts (Process owners, Service Management Function). \u2022 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. o Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime. o Escalate incidents as necessary according to established escalation processes. o Communicate incident status, impact, and resolution progress to stakeholders, including users and management. o Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes. o Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks. o Develop and deliver training on incident management processes and tools to IT staff. o Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes. Skills & Requirements o Expertise in incident management and coordination. o Strong analytical and problem-solving skills. o Excellent communication and interpersonal skills. o Ability to work under pressure and manage high-stress situations. o Strong organizational and multitasking skills. Qualifications \u2022 ITIL V4 \u2022 5+ years\u2019 experience working with the relevant technologies aboveAt 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\u2019re 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** ***.***DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at .
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