ITO Svc Delivery Cons II
DXC Technology Company
Philippines - - Taguig City
25d ago

Job Description : Key Responsibilities

Request Management

  • Ensure that all requests are moving through the queues and are being delivered to the published ASD SLA commitments.
  • Manage all tickets associated with the server build process : SM9, DW100, TO300, etc.
  • Drive all issues to closure within a reasonable period of time.
  • Facilitate troubleshooting calls with other teams as needed.
  • Manage and support all escalations related to your requests.
  • Be prepared to work extra hours as needed to deliver requests on time
  • Exercise independent judgment within defined practices and procedures to determine appropriate action
  • Achieve goals with minimal supervision.
  • Communication

  • Maintain regular communication with the requestor regarding request status and any issues that are being worked.
  • Coordinate with all involved teams to resolve issues and ensure there are no surprises.
  • Manage and facilitate virtual rooms and conference lines for build activities and when escalations or troubleshooting are required.
  • Education and Experience Required :

  • Candidates must have at least a Bachelor's / College Degree in Computer Science, Computer Engineering, Electrical Engineering, Management, Management Information Systems or equivalent experience.
  • Knowledge and Skills Required :

  • Basic to Intermediate Project Management Experience
  • Good understanding of Project Management principles
  • Basic Server or Data Center Technical Knowledge or experience (OS, Network, IP, Firewall etc.)
  • Able to work on projects of moderate complexity
  • Able to independently find solutions to common issues
  • Excellent written and verbal communication skills.
  • ITIL Foundations Certified (preferred but not required)
  • Able to clearly present and explain ideas to internal and external teams.
  • Technical understanding of server builds and decommissions.
  • Ability to work within the process and enforce that process.
  • Calm under pressure when dealing with issues and tight deadlines.
  • Assertive and Comfortable dealing with politically sensitive situations.
  • Proven Escalation Management experience
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