Job Description

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Job Responsibilities

Operations Management:

Manage support engineers (internal, subcontractors or third-party maintainers)

Ensures adequate communication with customer and internal stakeholders through meetings and reporting

Proposes improvements to maintenance strategy throughout the life of the contract

Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders

Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer

Prepares and presents Weekly Reports to customer

Able to work in a shift based on Roster (Need to be 12 hrs shift onsite)

Incident Management:

Drive all major incidents to resolution as quickly as possible

Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)

Ensures adequate communication with customer and internal stakeholders through meetings and reporting

Proposes improvements to maintenance strategy throughout the life of the contract

Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders

Understands technical specification and client requirements, and solution architecture

Defines strategy and manages maintenance activities for simple solutions

Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer

Prepares and communicates Supports Activities Reports

Presents results to customer

Ensure that incidents meet the Service Level Agreement (SLA)

Provide coordination across all support teams to ensure timely resolution of incidents

Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach

Participate in regular incident meetings to review open incidents and drive timely closure

Prepare periodic service reports for stakeholders

Perform analysis to identify incident trends

Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process

Track and report all Incident Management related KPIs

Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

Problem Management:

Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions

Work with various support teams to drive problem tickets to closure

Track follow up actions ensuring timely closure of problem tickets

Perform analysis to identify and register problem tickets

Gatekeeper of all known errors

Track and report all problem management related KPIs

Requirements

Bachelor's degree in Business, Computer Science, or related discipline required

5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred

Experience in Application support (Java based), Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware services

Good understanding of government landscape is a plus

Strong communication skills and able to articulate complex matters in concise manner

Good inter-personal skills with the ability to manage customers well

Strong analytical skills and able to deal with complex technical and process subject matters

Self-motivated and able to work independently

ITIL certification is a must

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC


As an employer of choice, our "people first" philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include.

Extensive resources to support your onboarding and continual development including DXC University DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC More time to do the things you love with flexible leave options, including purchased leave Take time to give back with charitable and emergency services volunteer days Well-being matters to us and our Employee Assistance Program is there to support you and your family

How to apply & our commitment to you in return: If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume. In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time. Interviews and onboarding are conducted online, as part of us being a virtual-first company.


We are an Equal Opportunity Employer: DXC is proud to be an equal opportunity employer, and we welcome submissions from people from all walks of life. We celebrate our diversity and recognize it is the unique contributions of our people that give us our edge. We stand by the 'bring your whole self to work' philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.


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.