Job Description:

The Mainframe Deep Technical Support engineer is responsible for delivering operational services to outsourcing accounts on time, on target with quality. The DTS Engineer focuses on continuous operations, incident and change management of supported configuration items. The main goal is to minimize the amount of unplanned downtime in the customer's production environment and to achieve a high level of customer satisfaction. He/she works in close relationship with other teams and is under direct supervision by the team Management.

Job specifics/responsibilities:

Responsible for Technical Content of the Incident Management Services

Build strong working relationship with Team Technology Lead, Account Support Team representative and Capability support and technology teamsExcellent awareness of the customers business and in-depth knowledge of the customer’s environment and support processesComply with the ITIL standards by observing the Incident Management lifecycle processes.Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management’s attention, where appropriate.Prepare and maintain documentation libraries for the area of your expertise under the supervision of team Management.Ensure compliance with internal documentation standards; also accountable for updating and preparing the documentationPrepare technical documentation upon request (technical procedures, manuals, work instructions and all other applicable customer and team related documents)

Multi-disciplinary process quality definition / improvement

Contribute in both local and global quality and productivity improvement projectsProvide analysis of information with regards to quality and improvement plansEnsure the Compliance of processes and best practices outlined by the ManagementProvide technical consultation to the Shift Manager / Team Technology Lead / Account Support Team representative and Capability support and technology teamsTake technical ownership in executive escalations

Technical Skill Levels & Training requirements

Follow training plans, requirements and schedules as outlined by the Technical Supervisor.Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct and others applicable)Produce and deliver both local and global technical workshops/trainings to ensure technical knowledge improvementTrain lower levels of support into own area of expertise

Case Management

Ensure all cases are acted upon conscientiously in the framework expected according to the SLA as per agreed global and customer specific processes.Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates according to the SLA as per agreed global and customer specific processes.Chase any outstanding teams for case updates as appropriate, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to Team Technology Lead / Account Support Team representativeManage and own cases within customer specific project management tools

Technical Responsibilities

Deep-level troubleshooting in conjunction with vendor and third-party support within the applicable technology platform that is responsible forSubject Matter Expertise Consultation, Project ImplementationTechnical project planning and advanced EngineeringParticipate in Root Cause Analysis in Problem Management lifecycle activitiesLog problem requests when problems are identified within the applicable technology platform that you will be responsible for in a customer’s environmentOwn Root Cause Analysis in Problem Management lifecycle activitiesImplement routine or emergency changes within the applicable technology platform that is responsible forPlanning and Engineering of normal, routine or emergency changes within the applicable technology platform that you will be responsible forParticipate in Technical Advisory Board (TAB) meetings to determine impact of, provide feedback on changes for customer environment changesParticipate in Change Advisory Board (CAB) / Technical Advisory Board (TAB) meetings to determine impact of, provide feedback on, and approve/decline changes for customer environment changesMaintainthe Configuration Management DataBase (CMDB) Configuration Items (CI’s) in conjunction with environment changesCover all other technical responsibilities related to the platform/technology that is responsible forImplement project plans related to the platform/technology that is responsible forProduce and lead project plans related to the platform/technology that is responsible for

Key deliverables/accountabilities:

Ongoing support activities to be performed according to  SLAs and defined timelinesTasks to be performed with the highest quality and according to predefined timelinesStrictly follow DXC ITSM/ITIL processes and procedures

Working relationships:

Internal:

•     Other Internal Support Teams

•     Shift Managers

•     Client Capability Leads

•     Technical Owners

•     Account Support Team members

•     Technology Delivery Managers

•     Service Delivery Managers

•     Team Technology Leads

External:

DXC Partners and service providers

Education (degree) and professional experience required:

•     Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent certifications (MCSE, MCP, Oracle/MCDBA, DXC-UX, CCNA, CCNP, SNIA).

•     Preferably 10+ years’ experience within IT Operations, infrastructure services support (Systems NT, UX, Storage, Backups, DB’s or Network management), operations monitoring and end user support.  INT

•     Minimum of 5+ years’ hands-on technical knowledge of the applicable technology platform that is responsible for: AS/400 / Mainframe, Backup, Batch Monitoring, Database, Messaging / Collaboration, Middleware / Web, Network management, SAP, Security, Storage, Non-Stop (Tandem), UNIX / Linux, Windows, WorkPlace Services, and DXC Open View Products.

Other requirements:

Fluent in English language

Personal skills and qualities:

Strong interpersonal and telephony skillsGood communication skills and customer centric focus - ability to communicate clearly and in a timely manner with all customers, partners and users, internal and externalGood analytical and troubleshooting skillsTeam player. Ability to collaborate and cooperate with members of team and members of other teamsUnderstanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom lineAbility to pro-actively learn new technology, processes and other skillsAble to pro-actively search for solutions from knowledge bases, support documentation and other information.Keen interest in continual learning and professional developmentTime management skills and ability to multi-task and prioritize assigned tasks, problems and requests in a high pressure environmentFlexible, self motivated with the ability to work under pressure in an international and culturally diverse organization

Technical skills (procedures and documents the employee has to be acquainted with):

Excellent knowledge of IT Operations, infrastructure services support (Systems NT, UX, Storage, Backups, DB’s or Network management), operations monitoring and end user support.Excellent understanding of ITSM/ITIL processes

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