Job Description :
Job summary : High Priority Incident Management process is aiming to ensure fast restoration of all contractually agreed high priority Incidents and to provide effective communication and coordination between DXC technical teams, DXC Delivery Management and Customer management.
The primary focus of the High Priority Incident Manager is to drive restoration of high priority Incidents having direct impact on client’s business, to lead and ensure ownership, communication, progress to completion.
Manages escalated and top priority incidents up to and including resolution.
Maintains the appropriate level of authority within the client and DXC organizations to ensure the success of the incident resolution.
Is the escalation point to obtain assistance with service restoration efforts for DXC managed services.
Leads the internal and / or external communication of the incident.
Is involved in the incident review phase (Post Incident and Root Cause reviews).
Sponsors the continual development and socialization of Situation Management Process of high priority Incidents across Deliver.
Liaises with High Priority Incident Manager counterparts across other DXC Regions and proactively remain cognizant of industry trends to develop and promote best practice.
Education and Experience Required :
5+ years of relevant experience.
Strong ITIL knowledge
Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
Holds advanced-level certifications in work field.
Knowledge and Skills :
Typical skills include :
Qualifications : Customer Service
Customer / Vendor Management
General Project Management
Good communication skills
Flexible to work in 24*7 shifts, including night shifts.
Technical skills :
Expert : in one or more technology areas
Strong : understanding of related technologies