KT IS Lead-TnT at DXC Technology

Riyadh, Riyadh, Saudi Arabia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, IT ServicesIndustries

Requirements

Manage a team of 10–20 L1/L2 engineers
Ability to receive assignments as objectives with goals and processes outlined
Capability to escalate issues to supervisor and HR
Support disciplinary maintenance of the team
Provide direct advice and guidance to L1/L2 engineers
Work on complex assignments requiring independent action and high initiative to resolve problems and develop solutions
Apply intermediate foundation of function's principles, theories, and concepts to assignments of limited scope
Utilize professional concepts and theoretical knowledge from specialized training, education, or experience to exercise independent judgment within defined parameters
Develop expertise and practical knowledge of applications within business environment
Willingness to participate in non-standard working-time models (e.g., shifts, call availability)

Responsibilities

Coaching of Frontline agents
Build and maintain linkages to Quality while being Process Champions
Establish and maintain linkages to MOD for SLA (Service Level Agreement)
Support and govern Case Management
Support Manager on programs related to TCE, Cost, and Operation effectiveness
Technical leadership to team including L2/Mentors
Incentives, R&R administration, and Leave Planning for the team
Maintain and distribute daily reports related to open volume, FCR etc., and analysis
Segregate the work between SMEs and agents
Support and attend to Supervisory calls
Drive daily huddles along with Team Manager
Transactional escalation handling and provide timely RCA on key escalations/necessary transactions
Coordinating with delivery excellence teams to drive operational rigor
Participating/driving CIP where required
Operational review meetings

Skills

Team Leadership

Coaching

SLA Management

Case Management

Reporting

Quality Assurance

Mentoring

Shift Management

Incentives Administration

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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