Manager Infrastructure Services at DXC Technology

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, IT ServicesIndustries

Requirements

Knowledge of Microsoft 365/Office 365 services and tools (e.g., Hypersoft Monitoring, EMPOWER by DXC)
Ability to assess customer business needs and match to solutions
Understanding of capacity management, including monitoring KPI resource utilization trends/costs
Expertise in problem management, including Root Cause Analysis (RCA) coordination
Proficiency in change management, including reviewing Microsoft changes via message center and planning impacts
Experience in incident management and escalation, including RtOP/Critical Incident Procedures and KPE establishment
Skills in managing non-standard service requests, effort estimation, and internal billing
Capability to act as SPOC for relationship management with customers, account teams, and support teams
Financial management knowledge, including volumetrics, billing, WBS charges, and staffing
Familiarity with Office 365 Dashboard updates and Portfolio methodology
Understanding of process management, operational readiness, escalation processes, and steady-state processes

Responsibilities

Support sales/up-selling by assessing customer needs, participating in account reviews, consulting on trends, assessing scope changes, and promoting new capabilities
Manage capacity within the technology by monitoring KPI trends/costs and taking action with engineering team
Monitor service delivery, coordinate RCA, resolve problems, and update leadership on metrics/health
Coordinate changes by identifying resources, performing change control, reviewing Microsoft updates, and communicating plans to clients
Enable incident management by ensuring information availability, coordinating escalations, supporting procedures, and establishing KPEs
Manage/coordinate non-standard service requests, including effort estimation, DTS/engineering interface, tool/KPI/process setup, and contractual fulfillment
Serve as SPOC for relationship management, holding weekly/bi-weekly meetings with support team
Manage financials: volumetrics for billing, service lists/volumes, review charges/staffing
Update Office 365 Dashboard weekly by Friday COB, indicating no changes if applicable
Ensure operational readiness/acceptance, escalation processes (with documentation/touch points), knowledge sharing of steady-state processes, and collaboration with cross-functional teams

Skills

Key technologies and capabilities for this role

Capacity ManagementProblem ManagementChange ManagementIncident ManagementRoot Cause AnalysisKPI MonitoringSales SupportUpsellingHypersoft MonitoringEMPOWER by DXCMicrosoft Message Center

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What is the work arrangement or location policy for this role?

This information is not specified in the job description.

What key responsibilities or skills are required for the Manager Infrastructure Services role?

The role requires skills in sales support (upselling), capacity management, problem management, change management, incident management and escalation, management of non-standard service requests, relationship management, and financial management.

What is the company culture or team structure like?

This information is not specified in the job description.

What makes a strong candidate for this position?

Strong candidates should have experience in Microsoft 365/O365 services, leading client capabilities, coordinating with support teams, managing customer relationships as SPOC, and handling sales support, capacity, problem, change, and incident management.

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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