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Major Incident Manager
DXC Technology
Riyadh Region, KSA
Full-time
Mid-Senior
Onsite
Discovered Today
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Key Responsibilities
- Perform 24x7 incident management activities to minimize service disruption and business impact.
- Register and manage incidents resulting from service degradation, outages, or operational alerts.
- Establish and manage communication, Incident Bridges for critical incidents.
- Coordinate technical troubleshooting, restoration activities, and stakeholder engagement.
- Ensure rapid decision-making and 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.
- Finalize and publish MIR reports.
- Coordinate Root Cause Analysis (RCA) activities for major incidents and recurring operational issues across internal technical teams, OEMs, third-party vendors, and 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 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 effectiveness of workarounds and permanent resolutions.
- Produce regular reports as agreed KPI like problem trends, RCA status, resolution timelines, reoccurring problems, incidents, SLA compliance etc.
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