Job Description: Job Level: JL14 / JL13 Reports to: Manager, Infrastructure Services Profile Degree in Commerce or Computer Science or equivalent courses.• Has knowledge or understanding of IT Operations, ITIL, service level management, project management.• Graduate of IT Course or related Courses.• Six Sigma Certification is an advantage.• Has 6 months to 1 year experience in technical support. Responsibilities Monitors incidents out of process and performs analysis. Contacts workgroup owner/supervisor, and tracks root causes and actions. Follows up, where needed. Tracks all actions and escalates as appropriate. Where needed, invokes the appropriate support to drive resolution, and coordinates communication and collaboration between different support teams. Drives the resolution and avoidance of complaints related to service impacting incidents. Focuses on support of the account leadership to meet contractual obligations and performance targets. Maintains the appropriate level of authority within the client and DXC organizations to ensure the success of the incident resolution. Records timeline of events accurately throughout the life-cycle of the issue. Ensures SLAs are met for High priority incidents. Facilitates the recovery activities of technical and business incidents independently. Determines how incidents will be processed in support of a client, group of clients, or an internal organization, ensuring that normal operations are restored as quickly as possible with the least possible impact on the business. Directs, coordinates, and monitors day-to-day incident management activities. Core Competencies: Graduate of a Bachelor’s degree or equivalent degree. Worked with a team and acted as a good team player.24*7 Operations Management. Stakeholder Management experience. Background in ITIL process is preferred. Strong organizational, time management, and planning skills with strong attention to details. Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution. Strong interpersonal and leadership skills – able to build relationships and credibility at all levels of the organization. Analytical and makes data-driven decisions. Presentation skills: Comfortable putting together storylines in Power Point. Ability to work on a flexible schedule (rotating, weekends, holidays, etc.). Ability to work across cultures, service lines, and levels. Excellent planning, coordination, command and control to drive change or project completion on time and within the budget. Candidate must demonstrate excellent verbal and written English communication skills. Skills Required: Incident Management. Strong organization skills. Good communicator. Stakeholder Management.
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