Cloud Engineer

ABOUT DXC

DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues and communities around the world.

Accelerate your career and reimagine the possibilities with DXC

We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer's entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace.

SMART FIRST MESSAGING

"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."

DXCSMARTFirst

RESPONSIBILITIES

• Provide first level of technical support related to platform via Incident, Reqest fulfillment, Change or Task on daily basis.

o Perform technical investigation and provide short-term or long-term solution for issues reported within agreed SLA.

o Ensure inquiries or issues raised in all medium of communications i.e MS Teams group chats and PDLs are handled in a timely manner and based on standard process.

o Handle Customer/PG Business user's inquiry and escalations based on best practices while leveraging on ITIL Knowledge.

o Participate in working sessions with the customer for better communication and quick resolution of issues reported.

o Manage incident notification when the need arises.

o Able to discern when to escalate issues to L3 and follow correct escalation matrix.

o Work closely with L3s in resolving issues and ensure to understand the resolution applied whenever applicable.

o Shift schedule: APAC, EMEA, NALA and Weekends on-call duty. Schedule may vary depending on Business needs and resource availability

• Handle proactive platform alerts daily and perform hypercare monitoring or validation after any change or activity that may impact the platform.

• Participate in RRTs by answering inquires, providing assistance to L3s if needed, and updating Ops Lead/Service Manager with the specifics.

• Perform project related requests and ensure all efforts are tracked accurately.

o Independently work with PG/customer as the SPOC (i.e Meetings, plannings, etc)

o Update the Ops Lead and Service Manager for any new updates on the project.

• Own a process (ITIL or team specific) to have a better visibility and understanding of the day-to-day operations.

• Contribute to the Continuous Service Improvement by

o Creating CBAs and proposing improvement plans and handling them.

o Participating in FGDs, Knowledge Sharing, or any meetings specific to L2s.

• Perform other/additional tasks that may be periodically given by the Service Manager, Ops Lead, or EDMs.

REQUIREMENTS

• Technical Support & Troubleshooting: Handle incidents, requests, changes; investigate and resolve platform issues.

• ITIL Knowledge: Apply ITIL processes and best practices; manage escalations and notifications.

• Monitoring & Alerts: Proactive platform monitoring and hypercare validation.

• Project & Process Management: Track projects, act as SPOC, own day-to-day operations.

• Communication & Collaboration: Strong verbal/written skills; work with users, L3s, and stakeholders.

• Continuous Improvement: Contribute to process enhancements and knowledge sharing.

• Flexibility: Work across shifts, including APAC, EMEA, NALA, and weekends.