Job Description
hackajob is collaborating with DXC Technology to connect them with exceptional professionals for this role.
Location: Erskine, Glasgow or Newcastle.
Job Type: Full-Time onsite.
Hours: 12‑hour rotational shift pattern.
Days: 4 days on / 4 days off rotation.
This role requires security clearance: You must meet the following criteria to apply:
* Has lived in the UK for the last 5 years continuously.
* Does not hold dual nationality.
* Does not need a visa/sponsorship.
Job Specifics / Responsibilities
* Manages escalated and top priority incidents up to and including resolution.
* Maintains appropriate authority within the client and DXC organizations to ensure successful incident resolution.
* Ensures a timeline of events is accurately recorded throughout the life‑cycle of the issue.
* Co‑ordinates a recovery plan in collaboration with DXC delivery teams and third‑party vendors.
* Acts as the escalation point to obtain assistance with service restoration efforts for DXC managed services.
* Leads the internal and/or external communication of the incident.
* Involves in the incident review phase (post‑incident and root‑cause reviews).
* Sponsors the continual development and socialisation of the Situation Management Process of high‑priority incidents across delivery.
* Liaises with high‑priority incident manager counterparts across other DXC regions and proactively remains cognisant of industry trends to develop and promote best practice.
* Must be able to obtain UK SC security clearance.
Actions of the HPIM Include
* Qualifying the business impact; updating the incident description and impact, including risk and security assessment as needed.
* Engaging and leading appropriate support staff to prepare an action plan to restore services as quickly and efficiently as possible with minimum impact on the customer.
* Managing 3rd‑party engagement where required.
* Monitoring progress and escalating as needed.
* Defining, establishing, and executing the communication plan externally, in collaboration with the account representative.
* Triggering the Problem Management process as part of the post‑incident review phase.
Desirable Requirements
* Typically 5+ years of relevant experience.
* Bachelor’s degree in Business, Computer Science, Engineering, or related field or equivalent work experience.
* Additional certifications are considered an advantage.
Typical Skills
Strong: Customer Service, Influencing Others, Customer/Vendor Management.
ITIL knowledge.
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