Incident Manager IT
Share
Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description:
快速响应协调解决企业运营中突发的 IT 或业务事件最小化事件对业务连续性客户体验及企业损失的影响同时建立规范化的事件管理流程提升团队应急处置能力
- 事件启动与分级接收来自一线支持如桌面技术支持客服团队或监控系统上报的事件如系统宕机数据泄露业务流程中断等依据预设标准如影响范围紧急程度业务损失预估对事件进行分级如 P1 级核心业务中断P2 级局部功能异常等启动对应级别的应急响应流程
- 跨团队协调快速联动技术团队如开发运维网络安全业务部门如运营客服及外部合作方如云服务商硬件厂商明确各角色职责推动问题定位与解决方案落地避免推诿或流程卡顿
- 进度跟踪与决策支持实时跟踪事件处置进度记录关键节点如 故障定位时间解决方案实施时间针对复杂问题如多系统联动故障组织技术评审会提供数据或资源支持协助团队制定最优解决方案若事件超出当前处置能力及时上报管理层申请资源或调整策略
- 事件文档管理全程记录事件处置过程形成标准化的事件报告内容包括事件描述影响范围处置步骤解决结果责任人及时间线确保事件可追溯可审计
- 工具与监控体系维护负责事件管理工具如 Jira Service ManagementServiceNow的日常维护配置事件上报模板自动化通知规则如事件升级时自动推送邮件给管理层协助优化监控系统如日志监控性能监控确保潜在风险能提前预警降低事件发生概率
- 内外部沟通同步及时向管理层汇报事件进展如 当前 P1 级事件影响 30% 用户支付功能预计 1 小时内恢复避免信息滞后导致决策失误同时协调客服或业务团队向客户同步事件情况如通过公告短信告知用户 系统维护进度减少客户投诉或信任流失
- 风险与预期管理若事件处置超出预期时限如原定 2 小时恢复实际需 4 小时提前与业务部门沟通可能的业务损失如 订单量预计减少 10%协助制定补偿或应对方案如延长活动时间提供优惠券平衡客户体验与企业成本
任职要求
- 大专及以上学历计算机科学与技术信息管理软件工程等相关专业优先若具备 ITIL 4 Foundation 及以上认证如 ITIL 4 Specialist - Create Deliver and Support或 CISSP注册信息系统安全师PMP项目管理专业人士等认证可优先考虑
- 英语水平达到大英语四级或同水平
- 经验要求2 年以上 IT 运维技术支持或事件管理相关经验需有复杂事件如核心系统宕机大规模数据异常处置经验熟悉企业 IT 架构如云服务分布式系统网络架构者优先
- 技术能力了解常见 IT 故障排查方法如日志分析性能监控工具使用能看懂基础技术文档如系统架构图代码报错日志可与技术团队高效沟通熟悉事件管理工具如 ServiceNowJira或监控工具如 PrometheusZabbix的使用
- 应急处置能力面对突发事件时冷静果断能在高压环境下快速梳理思路优先解决 影响最大最紧急 的问题避免因慌乱导致处置延误
- 跨团队协调能力具备较强的沟通与组织能力能打破部门壁垒推动不同背景的团队如技术业务客服协同工作例如在系统宕机时既能让开发团队专注漏洞修复也能让客服团队同步用户安抚话术
- 逻辑分析与复盘能力善于从复杂事件中提炼根源不局限于 解决当前问题更能通过复盘发现流程或体系漏洞提出可落地的改进方案
- 服务意识与责任心以 最小化业务损失 为核心目标主动跟进事件全流程不回避问题同时能站在业务与客户角度思考平衡技术解决方案与业务需求
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. Were 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 information on employment scams is availablehere.
Required Experience:
Manager
Key Skills
- Computer Hardware
- IT Experience
- IT Management
- Network Installation
- Vendor Management
- Computer Networking
- Microsoft Windows Server
- Windows
- IT Service Management
- ITIL
- SAN
- Network Architecture
About Company
Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology boasts a long and proud history of innovation, service and value. In 1959, computer analysts Roy Nutt and Fletcher Jones pooled $100 to form CSC, providing computer manufac ... View more
