On-site - Incident Manager

DXC.technology; United Arab Emirates; On-site; AED 120,000 - 150,000; Full time

Job summary

A global IT service management company is seeking a skilled Process Manager to oversee incident management processes and ensure service delivery meets defined SLAs. The ideal candidate will have over 5 years of experience in ITIL frameworks and strong communication skills to work with clients. This role promotes a collaborative work environment while allowing some flexibility for employee well-being.

Benefits

Flexible work arrangements

Collaborative environment

Qualifications

• Strong analytical and problem-solving skills.
• Ability to work under pressure and manage high-stress situations.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage the incident lifecycle including detection, logging, and resolution.
• Establish and run governance with customer process owners.
• Support improvement of service delivery and customer satisfaction.

Skills

Incident management expertise

Analytical skills

Communication skills

Problem-solving skills

Organizational skills

Education

ITIL V4

5+ years of experience

Job description

Job Description

Job Description:

• Responsible defining and documenting the DXC processes and procedures (Incident, Change, Problem, Capacity, Availability etc.) and be a process manager for these.
• Link customer processes with DXC operational procedures.
• Support the customer process owners in improving the maturity level of the customer processes.
• Reports and follow up Service Level metrics on a weekly and monthly basis.
• Work closely with delivery to ensure SLAs and KPIs are met through all the service components.
• Initiate service improvements with regards to 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, contract changes when required.

Customer Management

• Establish and run a governance model with the relevant customer service management owner(s) and process owners.
• Run regular (i.e. Weekly/Monthly) process and procedure reviews with Client’s service management owner(s) and client’s process owners.
• Monitors service level performance and addresses customer satisfaction gaps and issues in service delivery.
• Manages customer escalations and ensure customer satisfaction goals are met (acts as Escalation Manager according to Escalation Management process).
• Proactively advises the customer (become trusted advisor for the customer) through service performance analysis.
• Understands customer requirements and ensure 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).
• Ensure delivery teams are aware of all the processes, procedures and available documentation.
• Participate to internal delivery reviews and meetings, drives 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).
• 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

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.