Job Description:

Job Summary:

The Incident/Problem/Change Manager will act as a SPOC to coordinate with and manage all other tracks subject matter expert (SME) and will handle Incident/Problem Management activities end to end from activation to problem resolution and post-mortem review.

Profile:

• Should have experience of minimum 5 years
• Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Capable of being self-managed
• Team player
• Excellent customer service, telephone, oral and written skills
• Good communications skills are essential
• Good time management
• Excellent understanding of Service Desk processes and procedures

Responsibilities & Activities:

• Follow a standardized Incident/Problem Management process in closed loop to continuously improve the process disciplines and levels of service. The process involves the detection, reporting and correction of problems that impact IT resources.
• Provide analysis, recommendations and reports to the customer on a regular basis.
• Provide a summary of health status of all problems at any point of time to stakeholders on a regular basis.
• Upon closure of every Severity Level ONE (1) and Severity Level TWO (2) incidents, the incident manager shall arrange to conduct a post-mortem review to determine the root cause and follow up actions with the relevant parties involved in resolving the Severity Level ONE (1) and Severity Level TWO (2) incidents.
  • Be available for work at the scheduled shift start time
  • Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

• Excellent proficiency in English (written and oral)
• Good written and oral knowledge of another European language is desirable
• Analytical trouble shooting skills
• Committed to self-development and the subsequent development of others.
• Relevant Third Level Qualification or equivalent
• Minimum 6 months call center experience

Ethics and Compliance:

• Standard of Business Conduct (SOBC) - DXC rules of business ethics concern honesty, courtesy and fairness in dealing with customers, suppliers, competitors etc. You are to avoid any activities which might reflect unfavorably on yourself or the good name of DXC.
• Records Management - It is compulsory to maintain confidentiality in respect of all DXC’s confidential information. This includes support processes, technical information, specification, personnel and financial records etc.
• Global Security - DXC is committed to conducting its business in a manner that ensures the security of our workforce, our workplaces and the protection of our assets. While the company is doing its best to provide a clean, healthy, secure and safe environment to work in, as staff, you are expected to co-operate by observing and must adhere to DXC Security Policies at all time.
• IT Security – IT Security protects brand, reputation, IT infrastructure and digital information, enabling DXC to conduct business securely. Ensure that you are always complying with DXC Information Security Policy.

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.