Incident & Problem Management

DXC Technology

Responsibilities:

• Coordinate the resolution of high-impact incidents, ensuring timely communication and escalation.
• Lead problem management efforts by identifying root causes and implementing long-term fixes (RCAs).
• Ensure accurate documentation of incidents and problems in ITSM tools (e.g., ServiceNow).
• Analyze incident trends, identify gaps, and recommend process improvements.
• Facilitate post-incident reviews and drive preventive measures to avoid future recurrences.
• Collaborate with cross-functional teams (Infrastructure, Application, Network, etc.) to ensure swift resolution.
• Develop and maintain incident and problem management workflows and reporting dashboards.
• Communicate effectively with stakeholders during major incidents, including regular updates and final summaries.
• Ensure compliance with SLAs, KPIs, and ITIL/ITSM standards.
• Provide training and guidance to support teams on incident/problem procedures and best practices.
• Collaborate with the team to improve infrastructure efficiency and resolve technical challenges.
• Follow established best practices and standards in infrastructure service delivery.

Mandatory Skills Description:

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in Incident & Problem Management role
• Strong knowledge of ITIL framework; ITIL v4 Foundation certification preferred.
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Exceptional analytical and problem-solving skills.
• Ability to manage multiple high-pressure incidents and priorities simultaneously.
• Strong written and verbal communication skills, especially during high-stress scenarios.
• Ability to influence and coordinate across cross-functional teams.

Nice-to-Have Skills Description:

• Experience with automation or AI-based incident response tools.
• Knowledge of risk management and change management processes.
• ITIL certifications, is a plus.