DXC Technology تعلن عن وظيفة مدير الحوادث والحوادث الكبرى في الرياض

Incident & Major Incident Manager

Location: Saudi Arabia

Experience: 5+ Years

Language: Arabic & English

About the Role

We are looking for an experienced Incident & Major Incident Manager to manage IT incidents and service disruptions across a large enterprise environment. You will lead incident resolution, coordinate technical teams, communicate with stakeholders, and ensure services are restored quickly with minimal business impact.

Key Responsibilities

• Manage the full incident lifecycle using ServiceNow.
• Lead and coordinate major incidents from start to resolution.
• Organize major incident bridge calls with technical and business teams.
• Provide regular updates to stakeholders, management, and VIP users.
• Ensure incidents are logged, prioritized, escalated, and resolved within SLA targets.
• Perform post-incident reviews and support root cause analysis (RCA).
• Monitor service performance using tools such as Dynatrace, DXC Arise, and DXC Oasis.
• Identify recurring issues and work with Problem Management teams to drive permanent fixes.
• Prepare incident reports, dashboards, and service review metrics.
• Participate in a 24x7 on-call rotation for critical incidents.

Required Skills & Experience

• Bachelor's degree in IT, Computer Science, or a related field.
• 5+ years of experience in Incident Management and Major Incident Management.
• Strong knowledge of ITIL processes.
• Hands-on experience with ServiceNow.
• Experience with monitoring tools such as Dynatrace, Splunk, or SolarWinds.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to work effectively under pressure during critical outages.

Preferred Qualifications

• ITIL v4 Foundation Certification.
• ServiceNow Certified System Administrator (CSA).
• Experience in large enterprise, industrial, telecom, banking, or mining environments.
• Knowledge of AIOps and automation platforms.

Key Competencies

• Major Incident Management
• ServiceNow
• ITIL
• Root Cause Analysis (RCA)
• Stakeholder Management
• SLA & KPI Management
• Problem Management
• Crisis Communication

Language & Availability

• Fluent in Arabic and English.
• Available for 24x7 on-call support when required.

Top 3 Skills Required

1. Major Incident Management
2. ServiceNow & ITSM Processes
3. Stakeholder Communication & Coordination