On-site Incident Manager

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

Job summary

A leading technology company in Dubai is seeking a Service Manager responsible for defining and documenting processes as well as managing incidents. The role involves supporting customer process improvements and ensuring service deliverables meet customer expectations. Candidates should have 5 years of relevant experience and ITIL V4 certification. The position promotes strong collaboration within teams while offering flexible working options.

Qualifications

• 5 years of experience working with relevant technologies.

Responsibilities

• Define and document DXC processes and procedures.
• Support customer process owners to improve maturity levels.
• Monitor service level performance and address customer satisfaction gaps.
• Manage incident lifecycle for timely resolution and minimal downtime.

Skills

Expertise in incident management

Strong analytical skills

Excellent communication skills

Ability to work under pressure

Strong organizational skills

Education

ITIL V4

Job description

Job Description:

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

Key responsibilities include:

• Linking customer processes with DXC operational procedures.
• Supporting the customer process owners in improving the maturity level of the customer processes.
• Reporting and following up on Service Level metrics on a weekly and monthly basis.
• Working closely with delivery to ensure SLAs and KPIs are met through all the service components.
• Initiating service improvements with regards to availability, performance, service demand, and cost.
• Ensuring all service deliverables are implemented and measured through service level metrics.
• Identifying and recommending reporting improvement delivery projects and contract changes when required.

Customer Management:

Establishing and running a governance model with the relevant customer service management owner(s) and process owners.

Running regular (i.e., Weekly/Monthly) process and procedure reviews with Clients' service management owner(s) and clients' process owners.

Monitoring service level performance and addressing customer satisfaction gaps and issues in service delivery.

Managing customer escalations and ensuring customer satisfaction goals are met (acting as Escalation Manager according to Escalation Management process).

Proactively advising the customer (becoming a trusted advisor for the customer) through service performance analysis.

Understanding customer requirements and ensuring 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).

Ensuring delivery teams are aware of all the processes, procedures, and available documentation.

Participating in internal delivery reviews and meetings, driving 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).

Communicating service status and issues to Client IT Leadership.

Incident Management:

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

Coordinating with IT teams and service desk to ensure timely resolution of incidents and minimizing downtime.

Escalating incidents as necessary according to established escalation processes.

Communicating incident status, impact, and resolution progress to stakeholders, including users and management.

Conducting post-incident reviews to identify root causes and ensuring continuous improvement in incident management processes.

Maintaining and updating the incident management process documentation and ensuring compliance with ITIL or other relevant frameworks.

Developing and delivering training on incident management processes and tools to IT staff.

Collaborating 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 of 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.

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