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On-site - Incident Manager
DXC.technology
Emirados Árabes Unidos
Presencial
AED 120.000 - 150.000
Tempo integral
Há 26 dias

Resumo da oferta

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.

Serviços

Flexible work arrangements
Collaborative environment

Qualificações

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

Responsabilidades

  • 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.

Conhecimentos

Incident management expertise
Analytical skills
Communication skills
Problem-solving skills
Organizational skills

Formação académica

ITIL V4
5+ years of experience
Descrição da oferta de emprego
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.

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* O salário de referência é obtido com base em objetivos de salário para líderes de mercado de cada segmento de setor. Serve como orientação para ajudar os utilizadores Premium na avaliação de ofertas de emprego e na negociação de salários. O salário de referência não é indicado diretamente pela empresa e pode ser significativamente superior ou inferior.

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