Professional 1 Service Delivery Coordinator

3 weeks ago

Bengaluru, India DXC Technology Full time

Handle end to end on any High Priority Incident thought the complete lifecycle of the process

Involved in the post incident review phase (Post Incident and Root Cause reviews).

Owns, drives and actively participate in the incident management calls
- Maintains the appropriate level of authority within the client and DXC organizations to ensure the success of the incident resolution.
- Is the escalation point to obtain assistance with service restoration efforts for DXC managed services.
- Leads the internal and/or external communication of the incident.
- Is involved in the incident review phase (Post Incident and Root Cause reviews).
- Sponsors the continual development and socialization of Situation Management Process of high priority Incidents across Deliver.
- Liaises with High Priority Incident Manager counterparts across other DXC Regions and proactively remain cognizant of industry trends to develop and promote best practice.
- Ensure SLAs are met for High priority incidents
- Owns and drives the incident management calls

The Critical Incident Manager will be expected to deliver:

- Integrate technical knowledge and commercial understanding to generate appropriate solutions for DXC and for customers. Mentor/consult with team members, Situation Managers, third party organizations, customers, and vendors on the most complex issues.
- Incident Management: Facilitate the recovery activities of technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents.
- Escalation Management: Identify, manage, and lead escalations through L5.
- Problem Management: Proactively and reactively facilitate the search for solutions to prevent the most complex problems from re-occurring across teams/technologies. Capture and document improvement items to be acted upon during the post-mortem analysis.
- Security Management: Provide input to security policies and processes.
- Customer Relationship Management: Support the proactive analysis of customers and/or internal businesses/end users’ business, organization, and information system’s needs. The objective being to help to construct, sell, and deliver service solution offerings based on DXC’s Deliver portfolio. Seen by customers or internal businesses/end users as a trusted advisor.
- Teamwork: Lead or work as part of a team, which may be virtual, global, and/or multifunctional, and addressing highly complex issues. Trusted advisor inside and outside team/technology area.
- Quality: Provide feedback/influence change in internal and/or vendor provided products/service offerings and processes.
- Project Management: Participate in complex customer and internal projects, including transformation, across technology customers and/or internal businesses/end user’s areas. Mentor/provide review/advice to other projects inside/outside responsibility areas.

Key deliverables/accountabilities:

- Account Delivery/Customer satisfaction for incident management.
- Number of Escalations.
- Monthly Incident Management metrics for in scope incidents.

Working relationships:
Internal:

- DXC Delivery leads
- Support Organization (Capabilities)
- AGM/ADL
- DXC Executive Management
- Service Management - Global Process Owners, Reporting team, Account Process Owner, and Account Service Manager, Cross region High Priority Incident Manager counterparts

External:

- Customer Delivery Leads
- Vendors

Activities:
For all escalated in scope high priority Incidents:

- Qualify the business impact; update the incident description and impact including risk and security assessment as needed.
- Engage and lead appropriate support staff to: Prepare action plan to restore services as quickly and efficiently as possible with minimum impact on customer.

Manage 3rd party engagement where required

Monitor progress and escalate as needed.

Define, establish, and execute the communication plan

Externally, in collaboration with account representative Internally, with different support teams involved and management.
- Facilitate technical decision making with DXC delivery leads and customer/account personnel for actions including changes and workarounds.
- Trigger the Problem Management process as part of the Post Incident review phase.

**Skills**:
Technical Skills
- Expert: in one or more technology areas
- Strong: understanding of related technologies
- MS Office
- ITIL knowledge Soft Skills
- Strong communication skills: verbal, written, presentation and facilitation, Customer Service Influencing Others Customer/Vendor Management
- General Project Management
- Business Analysis
- Flexible to work in 24*7 shifts, including night shifts and weekend shifts.

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