Senior Incident & Service Management Lead

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

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.