Major Incident Manager📣 إعلان

About the Role

DXC Technology is seeking a Major Incident Manager to join our team in Riyadh, Saudi Arabia. This full-time role is critical for minimizing service disruption and business impact by effectively managing incidents and problems. The position requires a professional with 5-10 years of experience in IT Service Management, focusing on operational excellence and continuous improvement.

Incident Management Responsibilities

• Perform 24x7 incident management activities to minimize service disruption and business impact.
• Register and manage incidents arising from service degradation, outages, or operational alerts.
• Establish and manage communication channels, including Incident Bridges, for critical incidents.
• Coordinate technical troubleshooting, service restoration activities, and stakeholder engagement.
• Ensure rapid decision-making and the removal of operational roadblocks during incident resolution.
• Drive service restoration efforts while maintaining adherence to Incident Management processes.
• Schedule and facilitate Major Incident Review meetings following incident resolution.
• Document incident timelines, triage activities, recovery actions, lessons learned, and improvement opportunities.
• Coordinate stakeholder participation during review sessions and finalize and publish MIR reports.

Problem Management and Root Cause Analysis

• Coordinate Root Cause Analysis (RCA) activities for major incidents and recurring operational issues across internal technical teams, OEMs, third-party vendors, and SAMA stakeholders.
• Proactively identify and register problem records based on incident trends and potential service risks.
• Perform detailed problem determination and impact assessment activities.
• Create and manage problem records for all major incidents and significant service-impacting events.
• Ensure all problem records contain documented root causes, workarounds, corrective actions, and permanent resolutions.
• Track open problems and monitor progress toward resolution within agreed service levels.
• Facilitate investigation activities to determine underlying causes of incidents.
• Coordinate with technical teams, vendors, OEMs, and SAMA stakeholders to implement permanent fixes.
• Drive proactive remediation initiatives to eliminate recurring issues before they become service-affecting trends.
• Ensure corrective and preventive actions are implemented and validated.
• Coordinate implementation of temporary fixes to restore service continuity while permanent solutions are developed.
• Validate the effectiveness of workarounds and permanent resolutions.

Process Enhancement and Reporting

• Produce regular reports on agreed KPIs, including problem trends, RCA status, resolution timelines, recurring problems, incidents, and SLA compliance.
• Ensure compliance with Incident and Problem Management policies, operational procedures, and regulatory requirements.
• Identify opportunities to enhance Incident and Problem Management processes.
• Provide recommendations to the CSI team regarding process improvements and automation opportunities.
• Drive initiatives aimed at reducing incident recurrence and improving service availability.
• Update knowledge repositories with verified root causes, known errors, workaround procedures, and permanent resolutions.
• Ensure lessons learned from major incidents are documented and communicated across support teams.

Qualifications and Experience

The ideal candidate will possess 5-10 years of experience in IT Service Management, with a significant focus on Major Incident and Problem Management roles. A strong understanding of ITIL frameworks and practical experience in a dynamic 24x7 operational environment are essential for success in this position.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working within a critical operational context, requiring consistent adherence to established processes and effective collaboration with diverse technical and business stakeholders.