Incident Manager

Job Description

Responsible for defining and documenting DXC processes and procedures (Incident, Change, Problem, Capacity, Availability, etc.) and serve as a process manager for these.

Link customer processes with DXC operational procedures. Support customer process owners in improving the maturity level of the customer processes.

Report and follow up Service Level metrics weekly and monthly. Work closely with delivery to ensure SLAs and KPIs are met through all service components.

Initiate service improvements regarding availability, performance, service demand and cost. Ensure all service deliverables are implemented and measured through service level metrics. Identify and recommend reporting improvement delivery projects and contract changes when required.

Customer Management

• Establish and run a governance model with relevant customer service management owners and process owners.
• Run regular (weekly/monthly) ...