Incident and Major Incident Manager

About the Role

DXC Technology is seeking an experienced Incident and Major Incident Manager to join our team in Riyadh, Saudi Arabia. This full-time role involves managing IT incidents and service disruptions within a large enterprise environment, ensuring rapid resolution and minimal business impact. The position requires 5-10 years of relevant experience.

Role Overview

The Incident and Major Incident Manager will lead incident resolution efforts, coordinate technical teams, and communicate effectively with stakeholders. The primary objective is to restore services quickly and efficiently, maintaining service continuity across the enterprise.

Key Responsibilities

• Manage the full incident lifecycle utilizing ServiceNow.
• Lead and coordinate major incidents from initiation to resolution.
• Organize and facilitate major incident bridge calls involving technical and business teams.
• Provide regular updates to stakeholders, management, and VIP users.
• Ensure incidents are logged, prioritized, escalated, and resolved within defined SLA targets.
• Perform post-incident reviews and support root cause analysis (RCA).
• Monitor service performance using tools such as Dynatrace, DXC Arise, and DXC Oasis.
• Identify recurring issues and collaborate with Problem Management teams to implement permanent fixes.
• Prepare incident reports, dashboards, and service review metrics.
• Participate in a 24x7 on-call rotation for critical incidents.

Qualifications and Experience

• ITIL v4 Foundation Certification.
• ServiceNow Certified System Administrator (CSA).
• Experience in large enterprise environments, including industrial, telecom, banking, or mining sectors.
• Knowledge of AIOps and automation platforms.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring active participation in a 24x7 on-call rotation to address critical incidents.