Job Description:
Location: Erskine, Glasgow
Job Type: Full-Time onsite
Hours: 12 hr rotational shift pattern
Days: 4 days on / 4 days off rotation
Job Description
The High Priority Incident Management process aims to ensure fast restoration of all contractually agreed high priority Incidents 24/7 365 days a year through a combination of day and night shifts with possible temporary out of hours oncall (Standby). The service provides effective communication and coordination between the DXC technical teams, DXC Delivery Management and Customer Management. The primary focus of the High Priority Incident Manager is to drive restoration of high priority Incidents that have a direct impact on the client’s business; to lead and ensure ownership, communication and progress to service restoration.
Job Specifics/responsibilities
1. Manages escalated and top priority incidents up to and including resolution.
2. Maintains the appropriate level of authority within the client and DXC organizations to ensure the success of the incident resolution.
3. Ensure a timeline of events is accurately recorded throughout the life-cycle of the issue.
4. Co-Ordination of a recovery plan working in collaboration with DXC delivery teams and third party vendors.
5. Acts as the escalation point, in order to obtain assistance with service restoration efforts for DXC managed services
6. Leads the internal and/or external communication of the incident.
7. The HPIM is involved in the incident review phase (Post Incident and Root Cause reviews).
8. Sponsors the continual development and socialization of the Situation Management Process of high priority Incidents across Delivery.
9. Liaises with High Priority Incident Manager counterparts across other DXC Regions and proactively remains cognizant of industry trends to develop and promote best practice.
10. Must be able to obtain UK SC Security clearance
Some Of The Actions Of The HPIM Include
11. Qualifying the business impact; updating the incident description and impact including risk and security assessment as needed.
12. Engaging and leading appropriate support staff to: Prepare action plan to restore services as quickly and efficiently as possible with minimum impact on customer.
13. Manage 3rd party engagement where required
14. Monitor progress and escalate as needed.
15. Defining, establishing and executing the communication plan Externally, in collaboration with account representative
16. Triggering the Problem Management process as part of the Post Incident review phase.
Desirable Requirements
17. Typically 5+ years of relevant experience.
18. Bachelor’s degree in Business, Computer Science, Engineering or related field or equivalent work experience.
19. Additional certifications are considered an advantage
Typical Skills Include
Strong: Customer Service, Influencing Others, Customer/Vendor Management
ITIL knowledge
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.