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Account Run Lead
4 months ago
Job Description:
Provide expertise for End User services,Tools, processes, and related services (e.g. Business Continuity) throughout the lifecycle of a deal in accordance with contractually established terms and conditions and established technical standards. Provides technical input, solutions, and recommendations to deal pursuit. Engaged in and provides support for transition/transformation efforts. Monitors service delivery compliance to budget, quality standards, and customers and/or internal businesses/end user requirements. Provides IT infrastructure and/or application infrastructure lifecycle technical support, including planning, project management, installation, on-going management/monitoring/troubleshooting, and de-installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)). Manages the technical/service relationship between the company and the customer, and between the company and subcontractors/vendors. Works with the key customers and/or internal businesses/end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business. ITO Service Delivery work is generally performed remotely from the company facility but may be performed at the customer’s location when required/justified.
Apply advanced technical knowledge to operate one or more technology areas (e.g. End User support - service desk, technical security management, performance management) or customer groups that are critical or high-risk. Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.Profile:
Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution Capable of being self-managed More than 5 yrs of experience 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:
Incident Management
Resolve single- and cross- technology incidents independently.
Escalation Management
Problem Management
Patch And Security Management
Quality
Project Management
Customer Relationship Management
Teamwork
Core Competency:
(strong) understanding of technology in direct responsibility (developing) understanding of other technology sub-areas. General understanding of related technologies. (strong) Customer Service. General Project Management. (developing) Influencing Others. (developing) Customer/Vendor Management. (developing) Business Analysis. (developing) General Financial Management Adhere to all DXC Policies & Procedures – Including Security and SOBCEthics 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.