Gestor de Incidentes

Job description

Job Description: At DXC we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace. People in Corporate Functions make DXC a well-run and high-functioning organization. Each team contributes to DXC's success, and everyone delivers world-class service and has opportunities to grow and learn. Who You Are: 4 a 6 años de experiencia en operaciones TI, Service Desk, soporte de servicios o gestión de incidentes. Experiencia en entornos críticos, idealmente manufactura o industria. Capacidad para tomar decisiones tácticas bajo presión. Excelente comunicación, orientación al cliente y gestión de stakeholders. Trabajo colaborativo con equipos técnicos y áreas de negocio. Manejo del estrés y respuesta efectiva ante situaciones críticas. Pensamiento analítico para evaluar impacto, riesgo y prioridad de incidentes. Dominio de Gestión de Incidentes bajo ITIL v3 e ITIL 4. Experiencia en clasificación, priorización, escalamiento y seguimiento de incidentes. Manejo de herramientas ITSM como BMC Helix, ServiceNow o equivalentes. Administración de tickets, asignación de casos y monitoreo de resolución. Conocimiento y seguimiento de métricas como MTTR, MTTI y cumplimiento de SLA. Capacidad para identificar tendencias de fallas y proponer acciones correctivas. Documentación y mantenimiento de bases de conocimiento. Conocimiento de operaciones industriales, manufactura y entornos OT. Coordinación de equipos durante incidentes críticos y escalaciones. Priorización y gestión simultánea de múltiples incidentes. Seguimiento y reporte periódico de cumplimiento de SLA. Identificación de oportunidades de mejora para reducir interrupciones y tiempos de resolución. ITIL v3 Foundation (requerida). ITIL 4 Foundation (deseable). Certificaciones avanzadas ITIL orientadas a Incident Management (deseables). Certificaciones BMC Helix, ServiceNow u otras herramientas ITSM (deseables). Idiomas: Español, Inglés y Portugués. Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity, and inclusion and are dedicated to strong ethics and corporate citizenship. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .