Infrastructure Services Analyst

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 years experience in technical support
  
  

Responsibilities

• Monitors incident out of process and perform analysis. Contact workgroup owner/supervisor, and track root causes and actions. Follow-up, where needed
• Track of all actions and escalate as appropriate. Where needed, invoke the appropriate support to drive resolution, and coordinate communication and collaboration between different support teams
• Drives the resolution and avoidance of complaints related to service impacting Incidents
• Focus 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 is accurately throughout the life-cycle of the issue
• Maintains the appropriate level of authority within the client and DXC organizations to ensure the success of the incident resolution.
• The escalation point to obtain assistance with service restoration efforts for DXC managed services.
• Ensure SLAs are met for High priority incidents
• Facilitate the recovery activities of technical and business incidents independently.
• The incident manager determines how incidents will be processed in support of a client, group of clients, or an internal organization. This person must ensure that normal operations are restored as quickly as possible with the least possible impact on the business.
• The incident manager 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 PowerPoint
• 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

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.