Incident Manager

3 days ago

Manila, National Capital Region, Philippines Luxoft Full time ₱900,000 - ₱1,200,000 per year

Project Description:

  • DXC - a Fortune 500 global IT services leader. At DXC Technology we deliver the mission-critical IT services that move the world. Every day we use the power of technology to build better futures for our customers, colleagues, environment, and communities across the globe.
  • We are flexible - we provide everything you need to comfortably work from home, but we also keep our offices open for collaboration, meetings, and building a strong team spirit. We tailor everyone's development path to their individual interests through training and additional certifications.

Responsibilities:

  • Technical:

  • Incident Management & Response - Expertise in managing and resolving IT incidents efficiently.

  • Root Cause Analysis (RCA) - Ability to investigate and determine the underlying cause of incidents.

  • ITIL Framework - Familiarity with ITIL practices, especially around incident, problem, and change management.

  • ServiceNow / Jira / Monitoring Tools - Proficiency in tools used for ticketing, monitoring, and automation.

  • SLA Management - Ensuring incidents are resolved within agreed service levels.

  • Stakeholder management and leadership:

  • Clear Communication - Convey updates effectively to technical teams, stakeholders, and customers.

  • Stakeholder Management - Engage with all levels of the organization 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.

Mandatory Skills Description:

  • Experience:

  • Education: Typically a degree in IT, Computer Science, or related fields.

  • Experience: Background in IT operations, service management, or technical support

  • Technical:

  • Incident Management & Response - Expertise in managing and resolving IT incidents efficiently.

  • Root Cause Analysis (RCA) - Ability to investigate and determine the underlying cause of incidents.

  • ITIL Framework - Familiarity with ITIL practices, especially around incident, problem, and change management.

  • ServiceNow / Jira / Monitoring Tools - Proficiency in tools used for ticketing, monitoring, and automation.

  • SLA Management - Ensuring incidents are resolved within agreed service levels.

  • Stakeholder management and leadership:

  • Clear Communication - Convey updates effectively to technical teams, stakeholders, and customers.

  • Stakeholder Management - Engage with all levels of the organization 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.

Nice-to-Have Skills Description:

  • Certifications: ITIL v4 Foundation cert is a plus.

Languages:

  • English: Advanced

At DXC Technology, we prioritize in-person collaboration and encourage employees to work from a DXC office when appropriate. We also recognize that flexibility is important and understand that work arrangements may vary depending on the role and business needs. Your work location may include a DXC office, client site, or—where approved—a remote setting. DXC reserves the right to adjust work location arrangements (temporarily or permanently) in response to evolving business requirements.

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