Major Incident Management - English Speaker (H/F) - Salé (Technopolis)
Company sector : IT (Information Technology)
COMPANY :
DXC Technology was born in April 2017 from a merger between CSC (Computer Sciences Corporation), a leader in Consulting, and HP Enterprise Services, a leader in IT Services.
The DXC Group has revenues of $25 billion, benefits from 60 years of experience, and employs 170,000 people in over 70 countries serving more than 6000 clients.
DXC Technology in Morocco, established in 2007, is a joint venture between DXC Technology, a global leader in integration and managed services, and the CDG Group (Caisse de Dépôt et de Gestion).
With 1200 employees across 2 production sites (Technopolis & Casa NearShore), DXC Technology in Morocco aims to support major accounts and public and private clients in their digital transformation, addressing all IT challenges such as Hosting, Managed Services, Application Modernization, Business Intelligence & Analytics, Workplace & Mobility Services, Business Process Services, Cybersecurity, and Consulting.
Company culture :
DXC – CDG stands out for a culture strongly focused on performance and competitiveness, where ambition, challenge and customer orientation shape priorities. This dynamic is balanced by a collaborative culture, fostering trust, empowerment and close managerial support. It also integrates an innovation dimension, encouraging initiative, adaptability and experimentation. Finally, a well-established organizational culture provides structure, ensuring process rigor, reliability and operational efficiency.
Job :
Mission:
Responsible for the incident management process and the strategic direction standards for the process within the account.
Responsibilities:
- Establish, own, communicate, and maintain procedures for incident management within the dedicated account.
- Responsible for incident management (operational tasks, for example).
- Manage/deliver incident management related services while respecting contracted SLAs, major/strategic incidents, and escalation management.
- Interaction with the client: collaborate with the incident process owner on all matters related to incident management (Major incident review, escalation management, continuous improvement plans).
- Interact with DXC Delivery and the Account Service Team (AST) to ensure the efficiency and continuity of incident management.
- Ensure alignment with the account's regional priorities.
- Resolve process-related issues at the Delivery team level.
- Train all stakeholders on process execution.
- Deliver incident management related reporting (internal and external): Process KPIs, Management reports.
- Represent the incident process in all external and internal audits.
- Interaction with the EMEA ITSM process owner: Work to deploy the standard process within the account and incorporate feedback improvements made within the account.
- Attend Community of Practice Conference meetings.
- Critical incident management.
- Maintain an appropriate level of authority between the client and DXC organizations to ensure successful incident resolution.
- Lead external and internal communications related to incidents.
Required profile :
Technical Skills:
- ITIL V3 foundation training.
What we are looking for:
Solid experience in managing major incidents in complex and critical environments (ideally IT or infrastructure).
Perfect command of French and English, both spoken and written (international environment).
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