RR-UAE On-site Incident Manager

Job Description

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

Link customer processes with DXC operational procedures. Support the customer process owners in improving the maturity level of the customer processes. Report and follow up Service Level metrics on a weekly and monthly basis. Work closely with delivery to ensure SLAs and KPIs are met through all the service components. Initiate service improvements with regards to 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 contract changes when required.

Customer Management

Establish and run a governance model with the relevant customer service management owner(s) and process owners. Run regular (i.e. Weekly/Monthly) proces...