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 (Need to be 12 hrs shift onsite)
Incident Management:
- Drive all major incidents to resolution as quickly as possible
- Manages 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 (Java based), 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
- Only Singapore Citizen can apply as G50 clearance is required.
Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC
As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;
• Extensive resources to support your onboarding and continual development including DXC University
• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
• More time to do the things you love with flexible leave options, including purchased leave
• Take time to give back with charitable and emergency services volunteer days
• Well-being matters to us and our Employee Assistance Program is there to support you and your family
How to apply & our commitment to you in return: If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume. In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time. Interviews and onboarding are conducted online, as part of us being a virtual-first company.
We are an Equal Opportunity Employer: DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.
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.
