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Incident Manager Specialist

Requisition ID 1642712 Posting Date 12/07/2017 Category Services Location Heredia, Costa Rica | Costa Rica Schedule Full-time Employee Status Day Job

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit

Incident Manager Specialist

As Incident and Problem Manager for ES ITO, you’ll lead technical teams during high-severity.

High - visibility incidents to restore service to the end-client.

Key Responsibilities
  • Work independently leading Priority 1 service restoration activities within Global Network Services.
  • Work in junction with Global HPIM – Situation management team to ensure proper network personnel is available during P1 RTOPs and Alphas
  • Work a rotating shift schedule with the GNIPM team as the Primary and Secondary Incident Manager on-call
  • Ensure proper technical(s) teams are involved during high-severity, high-visibility incidents to restore service to the end-client.,
  • Keep Leadership and Business Partners informed of activity and status of the incident
  • Maintain a balance between the business and technical activities surrounding the incident
  • Participate in Incident Review meetings to represent incidents to various organizations and leadership levels. This is to attend RTOP Review meetings and present if required.

  • Minimum 5 years of professional in computer science or related area of study;
  • ITIL Foundations certification preferred
  • Excellent communication skills are required due to the need to transmit information in an accurate and timely fashion
  • Able to be available 24x7 during on call duty rotation
  • Ability to facilitate technical troubleshooting calls with a focus on the quickest restoration of service
  • Strong verbal and written communication skills while working under pressure
  • Ability to produce basic Root Cause Analysis (RCA) documentation to required standards
  • Demonstrates understanding of assigned discipline or technical area
  • Demonstrate fundamental Network knowledge or overall IT Enterprise infrastructure knowledge.
  • Ability to operate in ambiguous situations
  • Capable of making effective decisions in high stress, fast paced situations
  • Capable of taking charge of multi-team/vendor meetings that result in action plans to restore service
  • Ability to assess situation quickly and establish initial actions steps to achieve resolution
  • Able to achieve delivery objectives by working through others - as opposed to performing the work
  • Able to apply skills in project management, analysis, scheduling and controlling
  • Able to understand Customer system environments with associated business needs
  • Ability to work in a team environment, which may be local, global, virtual, or multifunctional
  • Demonstrate good teamwork with peers
Learn about DXC Technology.

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