Analyst II Cloud Engineering - Axway B2BI
DXC Technology
Date: 12 hours ago
City: Taguig
Contract type: Full time
Job Description
Essential Job Functions:
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.
Essential Job Functions:
- Provide first level of technical support related to platform via Incident, Request fulfillment, Change or Task on daily basis
- Perform technical investigation and provide short-term or long-term solution for issues reported within agreed SLA
- Ensure inquiries or issues raised in all medium of communications i.e MS Teams group chats and PDLs are handled in a timely manner and based on standard process
- Handle Customer/PG Business user’s inquiry and escalations based on best practices while leveraging on ITIL Knowledge
- Participate in working sessions with the customer for better communication and quick resolution of issues reported
- Manage incident notification when the need arises
- Able to discern when to escalate issues to L3 and follow correct escalation matrix
- Work closely with L3s in resolving issues and ensure to understand the resolution applied whenever applicable
- Roatational Shift schedule: APAC, EMEA, NALA and Weekends on-call duty. Schedule may vary depending on Business needs and resource availability
- Handle proactive platform alerts daily and perform hypercare monitoring or validation after any change or activity that may impact the platform
- Participate in RRTs by answering inquires, providing assistance to L3s if needed, and updating Ops Lead/Service Manager with the specifics
- Perform project related requests and ensure all efforts are tracked accurately
- Independently work with PG/customer as the SPOC (i.e Meetings, plannings, etc)
- Update the Ops Lead and Service Manager for any new updates on the project
- Own a process (ITIL or team specific) to have a better visibility and understanding of the day-to-day operations
- Contribute to the Continuous Service Improvement by
- Creating CBAs and proposing improvement plans and handling them
- Participating in FGDs, Knowledge Sharing, or any meetings specific to L2s
- Perform other/additional tasks that may be periodically given by the Service Manager, Ops Lead, or EDMs
- Bachelor's degree in a relevant field or equivalent combination of education and experience
- Relevant experience, typically 1+ years of experience in software engineering or related field
- Proficiency in 1 or more software languages and development methodologies
- Basic coding and debugging skills
- Basic familiarity with cloud technologies
- Problem-solving and teamwork skills
- Advanced degree in a related field a plus
- Relevant cloud certifications and experience with cloud providers (e.g., AWS, Azure) a plus
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.
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