High Priority Incident Manager

Location: Erskine, Glasgow

Job Type: Full-Time onsite

Hours: 12 hr rotational shift pattern

Days: 4 days on / 4 days off rotation

This role requires security clearance: You must be meet the following criteria in order to apply for this role:

• Has lived in the UK for the last 5 years continuously.
• Does not hold Dual Nationality
• Does not need a Visa/Sponsorship

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

• Manages escalated and top priority incidents up to and including resolution.
• Maintains the appropriate level of authority within the client and DXC organizations to ensure the success of the incident resolution.
• Ensure a timeline of events is accurately recorded throughout the life-cycle of the issue.
• Co-Ordination of a recovery plan working in collaboration with DXC delivery teams and third party vendors.
• Acts as the escalation point, in order to obtain assistance with service restoration efforts for DXC managed services
• Leads the internal and/or external communication of the incident.
• The HPIM is involved in the incident review phase (Post Incident and Root Cause reviews).
• Sponsors the continual development and socialization 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 cognizant of industry trends to develop and promote best practice.
• Must be able to obtain UK SC Security clearance

Some Of The 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 action plan to restore services as quickly and efficiently as possible with minimum impact on customer.
• Manage 3rd party engagement where required
• Monitor progress and escalate as needed.
• Defining, establishing and executing the communication plan Externally, in collaboration with 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 Include

Strong: Customer Service, Influencing Others, Customer/Vendor Management

ITIL knowledge