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Hiring For Incident Lifecycle Coordinator - DXC Technology

from 2 to 4 year(s) of Experience


₹ Not Disclosed by Recruiter

Posted: 46 days ago

Job Description

Roles and Responsibilities:

  • Monitor, analyses & takes appropriate action to move them through the INCM process on all priority incident ticket created
  • Critical Incident Management (P1/P2/P3), Initiating SMT Bridge Calls with multiple technical teams, Engaging DXC and Client teams on a bridge calls until issue is resolved, Hosting WebEx calls as part SIAM engagement
  • Performing analysis on Incidents related activities as per operational requirements.
  • ILCs would be required to assist the desk with reducing Open Volume by following up incidents & Request tickets with end users
  • Ensure to adhere to the IMPACT Report Guidelines
  • Manage notifications for scheduled outage notifications for planned outages/maintenance during the weekends
  • Ensures misrouted cases are trapped and assigned to correct support workgroups
  • View documentation for new or changed procedures specific to Incident Management process. Be proactive in communicating the process improvements to the Shift leads
  • Chair DORM calls, drive Open volume end-end across all Towers
  • Publish IMAPCT Reports and highlighted the targets areas that needs attention & action required
  • Active involvement in driving P1/P2 across the ICO team members to ensure process adherence.
  • Escalate to the Operational Team Lead, or Shift Leader out of Hours, for assistance if unable or unlikely to bring an incident to its closure in the required time due to process breakdown
  • Monitor the bounce cases and drive towards improvement
  • Enables and coordinates communication between Delivery organizations
  • Ensures Incidents reach resolution through the standard Incident Management process
  • ILCs facilitate bridges for P3/P4 issues on requests if two or more teams are required for resolution and for any escalated issues that require two or more teams to provide resolution
  • Weekend floor management as back-up TL/SME.

Skill Sets :

  • Ability to analyze and adapt to changing situations, processes, and environment
  • Identify process improvements with process and operational improvements
  • Should have Good knowledge on Incident management and service request handling
  • Good technical, communication and presentation skills
  • Ability to learn quickly

Industry: IT Services & Consulting
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Associate/Senior Associate -(Technical)
Employment Type: Full Time, Permanent

Education:UG -Any Graduate

Company Profile

DXC Technology India Private Limited
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 is a $25 billion company with a 60-year legacy of delivering results for thousands of clients in more than 70 countries. Our technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions.
As the world€™s leading independent, end-to- end IT services company, we are uniquely positioned to lead digital transformations , creating greater value for clients, partners and shareholders, and presenting growth opportunities for our people. We are among the world€™s best corporate citizens.
We have 155,000 employees in more than 70 countries, serving some 6,000 clients. We tap into global talent, powerful next-generation IT solutions and extensive partner relationships to help clients transform digitally and seize opportunities.
Our extensive partner network helps us drive collaboration and leverage technology independence. We have established more than 250 industry-leading global Partner Network relationships, including 15 strategic partners: Amazon Web Services, AT&T, Dell EMC, HCL, Hitachi, HPE, HP, IBM, Lenovo, Micro Focus, Microsoft, Oracle, PwC, SAP and Service Now.
Application Services, Banking, Big Data, Business Services, Cloud Services, Healthcare, Cybersecurity, Insurance, Mobility and IoT, Life Sciences, Manufacturing, Retail, and Travel and Transportation. DXC provides information technology and consulting services to businesses and governments. The company operates in more than 70 countries and trades on the New York Stock Exchange and is a component of the S&P 500 index.
DXC India is ramping up its headcount across its offices in India (Chennai,Hyderabad, Noida, Bangaluru, Indore and Mumbai ). Currently we are looking for professionals with following skill sets to join our Global Team.
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Contact Details

Contact Company:DXC Technology India Private Limited