RR-UAE On-site Incident Manager

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

Job summary

A global IT services company is seeking a Service Manager to enhance client relations and manage incident lifecycle processes. The ideal candidate will have expertise in incident management, strong analytical skills, and capability to thrive in high-pressure environments. Responsibilities include running governance models, managing service delivery, and ensuring customer satisfaction through effective communication and service performance analysis.

Qualifications

• 5 years experience working with relevant technologies.

Responsibilities

• Define and document processes and procedures.
• Run governance models with customer stakeholders.
• Manage incident lifecycle and coordinate resolution.
• Communicate service statuses and issues to clients.

Skills

Incident management expertise

Analytical and problem-solving skills

Communication skills

Ability to manage high-stress situations

Organizational and multitasking skills

Education

ITIL V4

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. Report 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 clients 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 (become trusted advisor for the customer) 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 a daily operations responsibility to run and manage the process execution (i.e. Incident, Change, Problem Management and Capacity Management). Ensure delivery teams are aware of all the processes, procedures and available documentation. Participate in internal delivery reviews and meetings driving delivery towards excellence and proactivity.

Communication

Interface with the 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

About 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 are committed to fostering an inclusive environment where everyone can thrive.

Required Experience: Manager