Job Description:

Job description

Experience level-6-7 years in relevant technology 

Must Have:

Responsible for handling Incident Management

Experience in Datacenter LAN Management     Candidate should have a deep understanding of Wireless technology and its protocols.Minimum of 2-3 years’ experience in L1 network Support. Proven ability in learning and upgrading new technologies/technical skills.Must be able to demonstrate excellent troubleshooting and problem solving skills. Good communication skillsGood understanding (of L1/L2 Level) of Switching & routing protocols, and products like: HP/Nexus Switches DWDM and IPAM.Analyze/solve application -related problems - Use advanced network troubleshooting techniques required to analyze and solve application-related problems within large geographically dispersed networks as needed.Analyze/solve layer 1/2/3 problems - Perform troubleshooting techniques to analyze/solve problems - Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1, Layer 2, and Layer 3 problems within large geographically dispersed networks.Analyze/solve protocol routing problems - Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.ITIL V3 Foundation Certification is desired.

. Participate in Change management

Participate and provide inputs on Change management processes.    

Quality Assurance

Ensure ITSM compliance for all incidents and service callsEnsure SLA compliance for all incidents and service callsEnsure usage of documents from the KB for proper resolution of incidents and service callsEnsure adherence to Incident management standardization codesActive participation in audits and facilitating the same

 Communication and Notification                      

Adherence to the documented notification, elevation and escalation process         Communication to the customer both while responding to a case and also after resolution of the caseHandle vendor coordination and further coordinate with them on technical groundsCoordination and communication with other incident management groups

Reviews                         

Participate in regular reviews with the Delivery Leads                        

Participate in team meetings                          

Participate in Service Delivery reviews

Reporting

Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.             Update daily reports and checklists as defined                       Contribute towards preparation of Service Delivery Reviews                           

Documentation                          

Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management toolHelp in preparing process and ITIL documents needed for the delivery                        

Incident Life Cycle Coordination                         

Keep track and update status of pending incidents and service requests and ensure closure of them ASAPWork closely with the L2/L3 Team on repetitive tickets from a problem management perspective

•       Ensure response & resolution of most of the incidents and service requests

•       Ensure response & resolution or recovery of service ASAP after implementation of solution / workaround for cases.                     

•       Provide inputs to Deep Technical support or the Level -2 team for problem management and resolution of major or elevated incidents                       

•       Provide required updates to stakeholders involved in case of critical incidents like outages                     

•       24/7 operational environment                     

Prepare Incident reports for all the business critical incidents and unscheduled server downtimeMonitor the Queue for Network events/alarms and raise necessary tickets.

Quality Assurance                        

•       Ensure ITSM compliance for all incidents and service calls                 

•       Ensure SLA compliance for all incidents and service calls                    

•       Ensure usage of documents from the KB for proper resolution of incidents and service calls                            

•       Ensure adherence to Incident management standardization codes                

 Communication and Notification                          

•       Adherence to the documented notification and escalation process               

•       Communication to the customer both while responding to a case and also after resolution of the case                      

•       Handle vendor coordination                         

•       Coordination and communication with other incident management groups

             

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 here.