Incident Manager

DXC Technology; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global IT services firm in Dubai is seeking an experienced Service Manager to define and document processes, manage incidents, and improve service delivery. The ideal candidate has at least 5 years of experience in incident management and holds an ITIL V4 certification. This role requires strong analytical, communication, and organizational skills, as well as the ability to manage high-stress situations effectively. Competitive compensation and opportunities for career growth are offered.

Qualifications

• 5 years experience working with relevant technologies.
• Strong communication and interpersonal skills.
• Ability to manage high-stress situations.

Responsibilities

• Define and document processes like Incident, Change, Problem Management.
• Report and follow up Service Level metrics.
• Initiate service improvements regarding availability and performance.
• Manage the incident lifecycle from detection to resolution.
• Communicate service status to Client IT Leadership.

Skills

Incident management

Analytical skills

Problem-solving skills

Communication skills

Organizational skills

Multitasking

Education

ITIL V4 certification

Job description

Job Description

Responsible for defining and documenting DXC processes and procedures (Incident, Change, Problem, Capacity, Availability, etc.) and serve as a process manager for these.

Link customer processes with DXC operational procedures. Support customer process owners in improving the maturity level of the customer processes.

Report and follow up Service Level metrics weekly and monthly. Work closely with delivery to ensure SLAs and KPIs are met through all service components.

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 improvement delivery projects and contract changes when required.

Customer Management

• Establish and run a governance model with relevant customer service management owners and process owners.
• Run regular (weekly/monthly) process and procedure reviews with client service management owners and client process owners.
• Monitor service level performance and address customer satisfaction gaps and issues in service delivery.
• Manage customer escalations and ensure customer satisfaction goals are met (acts as Escalation Manager according to Escalation Management process).
• Proactively advise the customer (trusted advisor) through service performance analysis.
• Understand customer requirements and ensure that DXC designed solutions meet customer expectations according to the contract.
• Be an advocate of DXC.

Delivery Management

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

Communication

• Interface with client IT Leadership and VIP community members.
• Interface 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.

Manager