DXC Technology Application Support Agent in Heredia, Costa Rica
DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology.
Application Services can transform legacy applications to the agile computing environments of the future. This might be something simple, like a web-based collaboration solution that enables a product manager to have a virtual meeting with three different global facilities and their six suppliers. Or it might be as complex as a customized dashboard that helps check all the elements of a product launch. Both are outcomes that matter to that enterprise. And HP helps make them a reality. Clients can leverage our vast industry and application expertise to better support their business objectives, improve operational performance, and realize a higher rate of return on their applications investments, all while managing costs:
First level support for incidents related to applications for critical business supply chain operations
·Initial investigation and troubleshooting of technical issues; proper follow up of ITIL Procedures
·Documentation of technical solutions in Knowledge Databases.
·Provides application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of SAP package in accordance with contractual terms and conditions and established technical standards. Provides technical input, and delivery model solutions/recommendations to Application Management Services deal pursuit. Engages in and provides support for transition/transformation efforts. Undertakes 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). Manages the technical/service relationships: between HP and the customer, between HP and subcontractors/vendors, or among various HP internal organizations. Works with the key customers, and/or internal businesses/end user representatives (e.g., Account Executive and the Account Delivery Manager) to retain customers and build the business. HP Application Management employees are supported by Service Desk function when they work directly with application end-users on application incidents. Provides input to and/or manages service improvement programs regarding customer satisfaction and service delivery.
·Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Exercises independent judgment within defined parameters. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts.
·Responsibilities: Technical Knowledge: Apply growing technical knowledge in SAP to solve application issues with limited risk/complexity. Under general direction integrate technical knowledge and business understanding to create effective solutions for HP and for customers.
·Incident Management: Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents. Document known errors and work arounds. Escalation Management: identify and action escalations in line with defined policy
·Change Management/ Implementation: Under general direction implement changes/solutions to meet customer needs within area of technical responsibility. Understand and escalate scope changes per change control process. Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate. Solution Design: Understand the HP solutions set and be able to apply these solutions to meet customer needs within area of responsibility.
·Quality: Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc). Customer Relationship Management: Set expectations with customers and/or internal businesses/end users within defined parameters. Teamwork: Work as part of a team, which may be virtual and/or global. Contract Knowledge: Demonstrates basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility.
·Capacity and Performance Monitor performance checkpoints. Business Continuity Responsible for executing recovery actions. Scope and Impact: Typically advises or sets direction for: Single customer/small group of similar customers, Single service, country or sub-region.