Network Delivery Lead

hace 3 días

Santiago, Chile DXC Technology A tiempo completo

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC IT Outsourcing services provides customers with reliable, optimized and secure mission-critical systems at lower cost. We manage and simplify existing infrastructure investments and provide a way forward to modernize IT, including moving portions to the cloud.

Description:

The Network Delivery Lead is an important role bringing together the competencies in the areas of incident, change, problem, capacity and performance and configuration management, and specifically owning the availability of the network infrastructure under his/her scope. Working in active collaboration with other functional teams (Problem managers, Configuration Leads, Incident Managers, Capacity Leads, NOCs, etc.) you will have accountability for meeting our customers’ contractually defined targets for Network Leveraged production devices in under your scope.

Focusing ultimately on the availability of our services and presenting the team’s performance to the supported accounts.

You will also work with the Global Service Management and Service Excellence where required.

General Responsibilities and Deliverables:

  1. The NDL acts as single point-of-contact within his/her designated capability for the Account Delivery Operations.
  2. The Leverage Network Delivery Lead owns and is accountable for the devices in production within CMDB under his/her scope.
  3. Ensures that services are delivered according to the service description (SLO & SLA).
  4. Acts as trusted advisor and must have deep technical competencies in his/her domain (capability focus) to collaborate and facilitate delivery, engineering and account teams on the resolution, improvement, and avoidance of issues.
  5. The NDL has a coordination role with the service capability, which includes:
    1. Identification of technical resources to complete change related activities.
    2. Identification of technical resources to support client escalations.
    3. Follow up on various ITSM work processes execution in various regional or global delivery centers.
  6. Acts as the technical leader of the DC operations & engineering teams working closely with them driving improvements.
  7. Although the NDL has the overall technical responsibility for the service provided by his capability for a designated customer, the NDL is not asked to do “everything” himself/herself. Big parts of the daily IT Operations are done by other teams (e.g., operations including Incident Management, Change Execution and Problem Management, Capacity Planning and Configuration Management are conducted by the Global Network Operations Center) supporting the NDL in delivering the whole service.

Operations Management:

  1. IT Functional Knowledge (ITSM, Relevant Technology Administration; overall understanding of management of an IT environment).
  2. Leadership ability to build & manage a cross cultural, cross capability & cross business team for effective & efficient customer support.

Business Management:

  1. Root Cause Analysis (apply logic and relevant data (e.g., trends, problem characteristics) to problem analysis).
  2. Apply appropriate knowledge and methods to resolve complex business issues.
  3. Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
  4. Help clients realize expansion opportunities through ITO portfolio offerings and services.

Customer Relationship:

  1. Develop proactive customer relationships.
  2. Find ways to add value to the customer’s business practice.
  3. Recognize and overcome client resistance.
  4. Act as a trusted technical advisor, be open to participate in strategic committees, help clients define their business strategy.
  5. Ability to build & sustain strong customer relationships.

Personal Success Factors:

  1. Influencing Skills: ability to convince others to support a defined course; seen as a business partner for clients, customers seek his or her advice and counsel.
  2. Communication Skills: ability to prepare and deliver clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, great presentation skills and active listening.

Experience:

  1. At least 8–10 years of experience in relevant network technology.
  2. College degree in computer science, information technology (preferred), or proven equivalent experience.
  3. Minimum of 5 years working experience within IT Operations and Engineering infrastructure support services industry.
  4. Proven project management ability in matrix organizations and technical IT environments.
  5. Ability to relate technical applications to business environment, processes, and organization.
  6. Good understanding of system architecture concepts and Availability Management.
  7. Demonstrated leadership skills in a collaborative working environment.
  8. Well-developed Client relationship skills, ability to understand client needs and develop appropriate solutions.
  9. Excellent understanding of ITSM/ITIL processes, preferably ITIL 4 Foundation certified.
  10. Fluency in conversational and technical English, written and spoken.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

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