# Incident and Major Incident Manager — DXC Technology

Canonical: https://jobxdubai.com/jobs/li-4472718348-incident-and-major-incident-manager
Location: Riyadh, Saudi Arabia
Type: full_time · Level: senior
Monthly salary: AED 24,500 to 44,100 per month (employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-28
Apply: https://www.linkedin.com/jobs/view/incident-and-major-incident-manager-at-dxc-technology-4472718348?_l=en

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## Description

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

• Major Incident Management

• ServiceNow & ITSM Processes

• Stakeholder Communication & Coordination

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## Requirements

Bachelor's degree in IT, Computer Science, or a related field.
5+ years of experience in Incident Management and Major Incident Management.
Experience with ITIL processes and hands-on experience with ServiceNow.

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