Operations Manager at DXC Technology

Singapore, Singapore

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

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

Responsibilities

Manage support engineers (internal, subcontractors or third-party maintainers)
Ensure adequate communication with customer and internal stakeholders through meetings and reporting
Propose improvements to maintenance strategy throughout the life of the contract
Ensure proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
Manage critical situations with the customer potentially with guidance of the lead or expert or senior peer
Prepare and present Weekly Reports to customer
Able to work in a shift based on Roster
Drive all major incidents to resolution as quickly as possible
Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
Understands technical specification and client requirements, and solution architecture
Defines strategy and manages maintenance activities for simple solutions
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
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

Skills

Operations Management

Incident Management

Crisis Management

Stakeholder Communication

SLA Management

Team Management

Reporting

Shift Rostering

Customer Support

Escalation 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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