On-site Incident Manager

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 Clients service management owner(s) and clients 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.
o Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
o Escalate incidents as necessary according to established escalation processes.
o Communicate incident status impact and resolution progress to stakeholders including users and management.
o Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
o Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
o Develop and deliver training on incident management processes and tools to IT staff.
o Collaborate with Problem and Change Managers to ensure seamless coordination between incident problem and change management processes.

Skills & Requirements
o Expertise in incident management and coordination.
o Strong analytical and problem-solving skills.
o Excellent communication and interpersonal skills.
o Ability to work under pressure and manage high-stress situations.
o Strong organizational and multitasking skills.

Qualifications
ITIL V4
5 years experience working with the relevant technologies above

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