Account Run Lead

3 months ago

Singapur, Singapore DXC Technology Full time

Job Description:

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver mission critical IT services that move the world. DXC.com At DXC we pride ourselves on delivering excellence in everything we do. What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients

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 procedures

Responsibilities & Activities:

Incident Management
Resolve single- and cross- technology incidents independently.

Work with team members to resolve unusually complex or cross- technology incidents.
 

Escalation Management
 

Identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5.
 

Problem Management
 

Proactively and reactively look for solutions to prevent problems from occurring in team/technology area. Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs. May lead or participate in a Change Advisory Board.
 

Patch And Security Management
 

Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment. Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate. Solution Design: Applies the company solutions to meet highly complex customer and/or trade/IT infrastructure needs.
 

Quality
 

May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
 

Project Management
 

Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.
 

Customer Relationship Management
 

Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer.
 

Teamwork
 

Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area. Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, 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.

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 SOBC

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.

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;

• Extensive resources to support your onboarding and continual development including DXC University

• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition

• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC

• More time to do the things you love with flexible leave options, including purchased leave

• Take time to give back with charitable and emergency services volunteer days

• Well-being matters to us and our Employee Assistance Program is there to support you and your family

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