Infrastructure Services Analyst
Job Description:
Job Level: JL14 / JL13Reports 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
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