Incident Manager Specialist

4 weeks ago

Metro Manila Philippines DXC Technology Full time

DXC Technology is a Fortune 500 Global IT Services Leader with over 130,000 people in 70-plus countries. We use technology to deliver mission‑critical services that transform global businesses. Accelerate your career and reimagine the possibilities with DXC We inspire and care for our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients modernize operations and drive innovation across the entire IT estate using cloud, applications, security, outsourcing, BPO, and the modern workplace. SMART FIRST MESSAGING At DXC Technology, strong connections and community are key to our success. Our work model prioritizes 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. Responsibilities Incident Management & Response – manage and resolve IT incidents efficiently. Root Cause Analysis (RCA) – investigate and determine the underlying cause of incidents. ITIL Framework – apply ITIL practices for incident, problem, and change management. ServiceNow / Jira / Monitoring Tools – use ticketing, monitoring, and automation tools. SLA Management – ensure incidents are resolved within agreed service levels. Clear Communication – convey updates to technical teams, stakeholders, and customers. Stakeholder Management – engage all levels during incidents. Crisis Communication – maintain calm and clarity during high‑pressure situations. Team Coordination – lead cross‑functional teams and manage escalations. Leadership & Decision‑Making – take charge during incidents and guide teams to resolution. Requirements Education: degree in IT, Computer Science, or related field. Experience: background in IT operations, service management, or technical support. Incident Management & Response – experience in managing and resolving IT incidents. Root Cause Analysis (RCA) – ability to investigate underlying causes. ITIL Framework – familiarity with incident, problem, and change management. ServiceNow / Jira / Monitoring Tools – proficiency in these platforms. SLA Management – experience ensuring compliance with service levels. Clear Communication – skilled in conveying updates to various audiences. Stakeholder Management – ability to engage stakeholders during incidents. Crisis Communication – maintain calm and clarity under pressure. Team Coordination – lead cross‑functional teams and manage escalations. Leadership & Decision‑Making – take charge during incidents and guide teams to resolution. #J-18808-Ljbffr

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