Engage in and provide support for transition/transformation efforts.
Undertake the full range of Service Management functions required to ensure service delivery compliance to budget, quality standards and committed service levels on an on-going basis following operational policies and processes that are compliant with industry standards, such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL).
Responsibilities
Performing early morning checks to ensure applications are healthy before the users log in.
Monitor, diagnose and resolve technical issues related to Windows desktop and server-based applications.
Own, troubleshoot, and resolve complex 2nd and 3rd line technical issues within agreed SLAs.
Plan and execute application upgrades, security patching, and impact analysis across Production and Non-Production environments.
Implement monitoring and continual service improvement to reduce ticket volume and optimize system reliability.
Provide guidance, training, and technical coaching to junior analysts.
Investigate Windows Event Viewer and Application log analysis to identify root causes of application errors.
Create and update "how to guides" and knowledge base articles for common fixes and internal processes.
Collaborate closely with other application engineers in the team as well as liaising with the client on a regular basis.
Work together with the applications team to identify and implement continual service improvement activities.
Key Skills
5 or more years of experience in application support, systems administration, or IT service desk environment.
Advanced analytical problem-solving and root-cause analysis.
Capability to thrive in high-pressure, live production environments.
Excellent communication skills and the ability to work in a team-oriented environment.
Microsoft certifications (e.g., Azure Fundamentals/Administrator), ITIL foundation, or vendor-specific CRM/ERP certifications are desirable.
The following technical skills would be beneficial
Understanding of ServiceNow or related ITSM tool
Windows-based Applications experience
Advanced SQL skills in SQL Server and knowledge of SSRS
Active Directory
Understanding of operating systems, cloud platforms and basic programming integrations
Experience of Dynatrace or other monitoring tools
Strong working knowledge of ITIL service management processes. ITIL V4 Foundation Certification is desirable
Benefits
DXC provide a comprehensive Flex benefits scheme including investment in development, Pension, Life Insurance, Health insurance, travel insurance, store vouchers/discounts, 25 days holiday and options to increase holiday and select benefits appropriate to you.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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