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Support Analyst

Requisition ID 1617294 Posting Date 04/21/2017 Category Information Technology Location Bangalore, Karnataka | India Schedule Full-time Employee Status Day Job

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology



Information Technology Outsourcing (ITO) has a comprehensive Infrastructure Services portfolio that produces better business outcomes for our clients by reducing costs, enabling growth and managing risk. DXC  ITO combines years of innovative technology and research with a broad portfolio and global reach to deliver superior value to our clients. We have built a strong reputation of industry expertise and delivering the best client experience in the industry. Our clients rely on DXC as a partner they can trust to deliver mission-critical services and value to their enterprise.

Job Description:

• Supports a portfolio of applications that deliver services & solutions to both internal & external customers.

• Assist as needed in Major Incident, potential escalations and problem management issues and reviewing trend analysis.

• Consults with team members and other organizations, customers and vendors on complex issues.

• Identify areas of improvements and efficiencies

• Identify and manage the underlying causes of Service Incidents whilst minimizing disruption to the customer

• Proactively work with all Incident Managers to resolve problem records and prevent the recurrence or replication of incidents or known errors

• Responsible for all integral parts of Problem Management, including Problem Control, Error Control, Error Management

• Liaison with the Change Management and partners team to ensure that where necessary permanent fixes are implemented in compliance with the change management process.

• Ensure that all problem resolutions are implemented to prevent reoccurrence of incidents, including updating the full details of the solution and the workaround on the Knowledge Base and associated existing Work Instructions.

• Monitor the progress of all  problem records, escalating as necessary. 

• Participates as a member of cross-functional application support or infrastructure technical team(s).

• Assists other less experienced team members.

• Minimum of 4 years related experience or a Master’s degree and a minimum of 2 years of experience.

Qualifications:

Education and Experience Required:

Bachelor’s degree in Management Information Systems / Computer Science or equivalent experience and a minimum of 2-4 years of related experience. May include highly experienced individuals performing entry-level equivalent work who are non-degreed or degreed in an unrelated field.

Knowledge and Skills Required:

Good verbal and written communications skills. Understanding and working knowledge of infrastructure environments (e.g. operating system, security, network, voice, end user and server related applications). Understanding and working knowledge of business Information Technology (IT) applications (e.g. supply chain, customer relationship mgmt, Human Resources (HR), finance). Experience with monitoring and reacting to system events and end user / business requests. Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model. Good initiative, problem solving, priority setting, and collaboration skills. Basic organizational and analytical skills.


DXC Technology CLEAR Values


Client Focussed : Our success derives from a deep understanding of our Clients, to whom all of DXC is committed to deliver exceptional service and Value.
Leadership : we lead from the front, displaying our integrity and using facts to support our straight talk. We create an environment for positive Change built on collaboration and Trust.
Execution Excellence : We insist on excellence in all we do for Clients and ourselves, striving always for recognition among the leaders in our industry.

Aspiration : we aspire individually and collectively to be more tomorrow than we are today.

Results : we accept individual responsibility for our commitments and expect to be accountable for results.


What do we offer?
Extensive social benefits, flexible working hours, a competitive salary and shared values, make DXC one of the world´s most attractive employers. At DXC our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.


If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at https://jobs.dxc.technology.  You can also find us on:

=================================================================================================================================================================================

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology



Information Technology Outsourcing (ITO) has a comprehensive Infrastructure Services portfolio that produces better business outcomes for our clients by reducing costs, enabling growth and managing risk. DXC  ITO combines years of innovative technology and research with a broad portfolio and global reach to deliver superior value to our clients. We have built a strong reputation of industry expertise and delivering the best client experience in the industry. Our clients rely on DXC as a partner they can trust to deliver mission-critical services and value to their enterprise.

Job Description:

 

• Supports a portfolio of applications that deliver services & solutions to both internal & external customers.

• Assist as needed in Major Incident, potential escalations and problem management issues and reviewing trend analysis.

• Consults with team members and other organizations, customers and vendors on complex issues.

• Identify areas of improvements and efficiencies

• Identify and manage the underlying causes of Service Incidents whilst minimizing disruption to the customer

• Proactively work with all Incident Managers to resolve problem records and prevent the recurrence or replication of incidents or known errors

• Responsible for all integral parts of Problem Management, including Problem Control, Error Control, Error Management

• Liaison with the Change Management and partners team to ensure that where necessary permanent fixes are implemented in compliance with the change management process.

• Ensure that all problem resolutions are implemented to prevent reoccurrence of incidents, including updating the full details of the solution and the workaround on the Knowledge Base and associated existing Work Instructions.

• Monitor the progress of all  problem records, escalating as necessary. 

• Participates as a member of cross-functional application support or infrastructure technical team(s).

• Assists other less experienced team members.

• Minimum of 4 years related experience or a Master’s degree and a minimum of 2 years of experience.

 

 

Qualifications:

 

Education and Experience Required:

 

Bachelor’s degree in Management Information Systems / Computer Science or equivalent experience and a minimum of 2-4 years of related experience. May include highly experienced individuals performing entry-level equivalent work who are non-degreed or degreed in an unrelated field.

 

Knowledge and Skills Required:

 

Good verbal and written communications skills. Understanding and working knowledge of infrastructure environments (e.g. operating system, security, network, voice, end user and server related applications). Understanding and working knowledge of business Information Technology (IT) applications (e.g. supply chain, customer relationship mgmt, Human Resources (HR), finance). Experience with monitoring and reacting to system events and end user / business requests. Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model. Good initiative, problem solving, priority setting, and collaboration skills. Basic organizational and analytical skills.

 

 


DXC Technology CLEAR Values


Client Focussed : Our success derives from a deep understanding of our Clients, to whom all of DXC is committed to deliver exceptional service and Value.
Leadership : we lead from the front, displaying our integrity and using facts to support our straight talk. We create an environment for positive Change built on collaboration and Trust.
Execution Excellence : We insist on excellence in all we do for Clients and ourselves, striving always for recognition among the leaders in our industry.

Aspiration : we aspire individually and collectively to be more tomorrow than we are today.

Results : we accept individual responsibility for our commitments and expect to be accountable for results.


What do we offer?
Extensive social benefits, flexible working hours, a competitive salary and shared values, make DXC one of the world´s most attractive employers. At DXC our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.


If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at https://jobs.dxc.technology.  You can also find us on:

=================================================================================================================================================================================


EEO Tagline: DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities

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