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High Priority Incident Manager
4 months ago
Job Description:
Job Description
DXC Technology (NYSE: DXC) is the worldâs leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The companyâs technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.
Currently, our Service Management Department in looking for a person, who is willing to join our highly cooperative and effective High Priority Incident Management team.
The UK Secure High Priority Incident Management process aims to ensure fast restoration of all contractually agreed high priority Incidents 24/7 365 days a year. This provides effective communication and coordination between the 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 that have a direct impact on the clientâs business; to lead and ensure ownership, communication and progress to service restoration.
Please note that suitable candidates must be able to obtain UK SC Clearance and be able to work shifts covering 24/7 based in our Erskine Site.
Job Specifics/responsibilities
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.
Ensure a timeline of events is accurately recorded throughout the life-cycle of the issue.
Co-Ordination of a recovery plan working in collaboration with DXC delivery teams and third party vendors.
Acts as the escalation point, in order to obtain assistance with service restoration efforts for DXC managed services
Leads the internal and/or external communication of the incident.
The HPIM is involved in the incident review phase (Post Incident and Root Cause reviews).
Sponsors the continual development and socialization of the Situation Management Process of high priority Incidents across Deliver.
Liaises with High Priority Incident Manager counterparts across other DXC Regions and proactively remains cognizant of industry trends to develop and promote best practice.
Some Of The Actions Of The HPIM Include
Qualifying the business impact; updating the incident description and impact including risk and security assessment as needed.
Engaging and leading appropriate support staff to: Prepare action plan to restore services as quickly and efficiently as possible with minimum impact on customer.
Manage 3rd party engagement where required
Monitor progress and escalate as needed.
Defining, establishing and executing the communication plan Externally, in collaboration with account representative
Triggering the Problem Management process as part of the Post Incident review phase.
Desirable Requirements
Previous experience working in Major Incident Management
Additional certifications are considered an advantage
Ability to obtain UK SC Security clearance
Typical Skills Include
Strong: Customer Service, Influencing Others, Customer/Vendor Management
ITIL knowledge
Very good level of English
Experience in one or more technology areas and strong: understanding of related technologies
MS Office knowledge
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