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High Priority Incident Manager
2 weeks ago
Job Description: Location: Erskine, Glasgow Job Type: Full-Time onsite Hours: 12 hr rotational shift pattern Days: 4 days on / 4 days off rotation This role requires security clearance: You must meet the following criteria in order to apply for this role: Has lived in the UK for the last 5 years continuously. Does not hold Dual Nationality. Does not need a Visa/Sponsorship. Job Description The High Priority Incident Management process aims to ensure fast restoration of all contractually agreed high priority Incidents 24/7 365 days a year through a combination of day and night shifts with possible temporary out of hours oncall (Standby). The service 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 client’s business; to lead and ensure ownership, communication and progress to service restoration. 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 socialisation of the Situation Management Process of high priority Incidents across Delivery. Liaises with High Priority Incident Manager counterparts across other DXC Regions and proactively remains cognizant of industry trends to develop and promote best practice. Must be able to obtain UK SC Security clearance. 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 elevate 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 Typically 5+ years of relevant experience. Bachelor’s degree in Business, Computer Science, Engineering or related field or equivalent work experience. Additional certifications are considered an advantage. Typical Skills Include Strong: Customer Service, Influencing Others, Customer/Vendor Management.ITIL knowledge. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person 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. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here. #J-18808-Ljbffr
