Major Incident & Problem Management Lead

DXC Technology; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

DXC Technology in Riyadh is seeking an experienced Incident and Problem Manager to lead 24x7 operations, coordinate RCA activities, and drive continuous improvements in service availability. You will manage major incidents, collaborate across internal teams and vendors, and ensure alignment with ITIL processes and KPIs.

The role emphasizes proactive problem management, root cause analysis, and timely communication with stakeholders to minimize business impact and restore services efficiently.

Qualifications

• Experience applying ITIL in large-scale incident and problem workflows.
• Strong RCA methodologies and post-incident reviews.
• Familiarity with coordinating multi-team investigations and stakeholder communications.

Responsibilities

• Perform 24x7 incident management to minimize service disruption.
• Register and manage incidents from degradation, outages, or alerts.
• Coordinate technical troubleshooting and restoration activities.
• Drive rapid decision-making and remove roadblocks during incidents.
• Schedule Major Incident Review meetings and publish MIR reports.
• Coordinate RCA activities across internal teams, OEMs, and vendors.
• Track open problems and progress toward resolution within SLAs.
• Provide recommendations to improve incident and problem processes.

Skills

Root Cause Analysis (RCA)

Incident Management

Problem Management

ITIL Service Management

Operational Analytics

Cloud Services Knowledge

Infrastructure Knowledge

Security Operations

Service Performance Management

Job description

DXC Technology in Riyadh is seeking an experienced Incident and Problem Manager to lead 24x7 operations, coordinate RCA activities, and drive continuous improvements in service availability. You will manage major incidents, collaborate across internal teams and vendors, and ensure alignment with ITIL processes and KPIs.

The role emphasizes proactive problem management, root cause analysis, and timely communication with stakeholders to minimize business impact and restore services efficiently.