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Job Description:

Operations Manager
 

Job Responsibilities

Operations Management:

• Manage support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and presents Weekly Reports to customer
• Able to work in a shift based on Roster

Incident Management:

• Drive all major incidents to resolution as quickly as possibleManages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Presents results to customer
• Ensure that incidents meet the Service Level Agreement (SLA)
• Provide coordination across all support teams to ensure timely resolution of incidents
• Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach
• Participate in regular incident meetings to review open incidents and drive timely closure
• Prepare periodic service reports for stakeholders
• Perform analysis to identify incident trends
• Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process
• Track and report all Incident Management related KPIs
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

Problem Management:

• Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions
• Work with various support teams to drive problem tickets to closure
• Track follow up actions ensuring timely closure of problem tickets
• Perform analysis to identify and register problem tickets
• Gatekeeper of all known errors
• Track and report all problem management related KPIs

Requirements

• Bachelor’s degree in Business, Computer Science, or related discipline required
• 5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
• Experience in Application support, Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware services
• Good understanding of government landscape is a plus
• Strong communication skills and able to articulate complex matters in concise manner
• Good inter-personal skills with the ability to manage customers well
• Strong analytical skills and able to deal with complex technical and process subject matters
• Self-motivated and able to work independently
• ITIL certification is a must

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.