Incident / Problem / Change Manager
2 weeks ago
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 proceduresResponsibilities & 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 timeAdhere to all DXC Policies & Procedures – Including Security and SOBCCore 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 experienceEthics 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.-
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