Observability Delivery Lead (SLA & NOC)

DXC Technology Company; Avilés; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

DXC University

Unlimited certifications

Social benefits

Job summary

DXC Technology is seeking an Observability Manager to lead the end-to-end delivery of the Observability service, including network, device and platform monitoring. You will ensure SLA compliance, govern client relationships, and drive continuous improvement while coordinating with Service Desk, L2/L3 teams, field technicians and providers.

You will oversee staffing, shifts and transitions, validate improvement actions and drive Nexthink-related KPIs, with service coverage across defined hours.

Qualifications

• Degree in Computer Science or Telecommunications or equivalent experience.
• ITIL knowledge including incidents, problems and changes.
• Spanish and English language proficiency.
• Experience managing IT operations, monitoring or NOC services under SLA.
• Knowledge of ServiceNow and monitoring tools.
• Governance and reporting skills with clients.
• Data analysis skills.
• Leadership and team management skills.
• Client interlocution skills.
• SLA and escalation management skills.
• Decision‑making skills.
• Continuous improvement orientation.
• Communication skills.

Responsibilities

• Oversee the global supervision of the service and the team.
• Prioritize relevant incidents and manage mass alarm handling.
• Track SLAs and KPIs, including proactivity, MTTD and MTTR metrics.
• Review daily and weekly reports and present results to the client.
• Coordinate with business areas, Service Desk, L2/L3 technical teams, field technicians and providers.
• Validate continuous improvement actions such as thresholds, correlation, coverage and automation.
• Drive the commitments of the Nexthink proposal and agree KPIs with the client.
• Lead the service transition and knowledge transfer from the outgoing provider.
• Manage staffing, shifts and service coverage.
• Govern SLA compliance, escalations and continuous improvement with the client.

Skills

ITIL knowledge

SLA management

Leadership

Data analysis

Client communication

Monitoring expertise

Decision making

Education

Degree in Computer Science/Telecommunications

Tools

ServiceNow

Nexthink

Monitoring tools

Job description

DXC Technology is seeking an Observability Manager to lead the end-to-end delivery of the Observability service, including network, device and platform monitoring. You will ensure SLA compliance, govern client relationships, and drive continuous improvement while coordinating with Service Desk, L2/L3 teams, field technicians and providers.

You will oversee staffing, shifts and transitions, validate improvement actions and drive Nexthink-related KPIs, with service coverage across defined hours.