Manager Infrastructure Services

Sales Support Upselling Supports the creation of services sales opportunities in a designated Capability component by o Assessing customer business needs and matching them to available solutions o Participating in customer account reviews as requested by the SDE ADM o Consulting with customer representatives on a regular basis to monitor trends and identify emerging needs o Assessing service scope changes in which costs may be passed on to customer o Actively communicate encourage utilization of new capabilities to your accounts Hypersoft Monitoring EMPOWER by DXC etc Capacity Management Responsible for the capacity management within the technology o Monitor KPI resource utilization trend cost and take appropriate action within the capability and or with the engineering team under control of the SDE ADM Problem Management Monitors service delivery within the capability in order to o Provide the coordination of Root Cause Analysis RCA o Resolve service delivery problems Updates MWS Leadership with Customer Metrics Health of Relationship and or environment Change Management Coordinates changes within the Capability for his her customer by identifying technical resource to complete change management activities Performs change control activities for her his customer and capability Microsoft advises of changes through message center updates Responsibility to review upcoming Microsoft changes with the support team and or account to determine potential impact then put together plan to address this should also include communication to the client as necessary Incident Management and Escalation Enabler for the incident management within the technology working closely with the Incident Manager o Monitor that all needed information is available for the support team to resolve incident the service provided monthly review o Coordinates escalations for major incidents by identifying necessary technical resources within the service operations and DTS o Supports the usage of RtOP procedure Critical Incident Procedure see 01 Incident Management Processes for Office 365 Critical Incident Processes o Ensures appropriate KPE s are established per Office 365 M365 Procedure see IncM Office365-Define KPE Management coordination of non standard service requests Performs effort estimation coordination information and internal billing activities Main interface to DTS and engineering Controls appropriate setup of standard tools KPIs processes and the fulfillment of contractual requirements during transition and transformation Relationship Management SPOC Relationship management for Customer and Account MWS O365 M365 Owner - focal point for customer account team and other operations support teams for ongoing support inquiries projects and escalations Weekly bi-weekly meetings with support team Role Description Microsoft 365 Client Capability Lead CCL Page 2 Financial Management Effectively manage financials in such a manner as to accomplish the objectives of the organization by The management of Volumetrics for internal and external account billing List of service per client and associated monthly volumes Reviewing to ensure support team and WBS charges are accurate Supporting Account management of staffing from O365 team Office 365 Dashboard Effectively management updates within the Office 365 Dashboard for respective client to align with Portfolio methodology Office 365 Transition Transformation By Friday COB every week If nothing has changed - indicate that in the update Process Management Ensures Operational Readiness acceptance by support team Ensures the Processes for Escalation are in place including documentation Customer Touch points Account touch points RTOP process Knowledge of all steady state processes actively works with customer account to set up and then knowledge share with support teams Works with Cross functional teams to ensure sign off and delivery requirements met Ensure resources for testing configuration etc are in place from delivery Ensure all documents are provided for O365 M365 configuration Network diagrams smtp flow diagrams authentication diagrams and are accessible by support teams Sets up relations with Microsoft through the O365 M365 Capability team Minimum Qualifications Basic technical Know-How depending on service operations ITIL knowledge of support processes Two or more years experience in Messaging Collaboration server system administration Ability to relate technical applications to business environment processes and organization Demonstrated leadership skills in a collaborative working environment incl Best Shore portion Demonstrated leadership skills in a multi-cultural service delivery environment Well-developed customer relationship skill and ability to understand customers business Fluency in conversational and technical English written and spoken Basic project management Know-How At DXC Technology we believe strong connections and community are key to our success Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances We re committed to fostering an inclusive environment where everyone can thrive Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services such as false websites or through unsolicited emails claiming to be from the company These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process nor ask a job seeker to purchase IT or other equipment on our behalf More information on employment scams is available