DXC Technology Network & Security Delivery Specialist 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 at http://www.dxc.technology/
Network & Security Delivery Specialist
Working within the Infrastructure Services ITO Run Delivery, the Support Consultant Deep Technical Support is responsible for investigating issues and incidents that occur within our customer’s IT environments.Understand the technology that is being support, and capable to support and advise other team members of the Reactive Service Team. As an experience deep level support consultant, it is important to ensure the team resolves all incidents to ensure our customers infrastructure services, applications and hardware is restored to normal service.
This position mainly focuses on managing and maintaining network devices and supporting other technologies such as: F5 and Load Balancers • Juniper SRX • HPN Switching & Routing • Checkpoint • ASA • VPN and is an ideal opportunity to understand the global enterprise IT environments and the key factors that keep them operational.You will work closely with the availability assurance team to consult on Capacity, Performance, Change and Availability.You may also be required to work as part of our expert Rapid Response Team who are engaged to resolve the most serious of critical incidents.As a Deep Technical Support Consultant you specialize in restoring services during severe outages. Roles may require off hours support occasionally.
The support consultant DTS role is vital to the functioning of the customers managed infrastructure and services
•Part of the reactive service team, the support consultant DTS is responsible to resolve all serious incidents for the customers managed by the delivery team.
•The time to resolve an incident is important, this reduces downtime and allows DXC to meet its contractually defined SLA’s
•Escalation of severe P1 RTOP incidents in a timely manner according to the account required process.
•Problem Management / Stability Planning: Ensuring that problem management is conducted thoroughly and the learning are applied to systems that have not yet experienced the issues. Responsible of opening problem records, performing root cause analysis, implementing and closing any task related to an assigned problem record.
Tackling the causes of instability in the infrastructure and reducing frequency of incidents and outages.
•Change Management: Responsible of planning the changes, creating the change records, scheduling the changes, representing the changes in TAB and CAB meetings (if applicable), implementing and closing change requests.Responsible of adherence to process standards depending on the type of changes: Normal, Routine, Emergency Changes.
•Project Changes – Build Services will own and drive all Project Related changes, e.g. Oracle DB Migration 9i to 11g, Hardware Refresh/New Server Deployment.
•Configuration Management: Accountable for lifecycle management activities and hardware recommendations to achieve availability targets and reduce incidents.Responsible of ensuring accurate and reliable data in CMDB+ with SLA and KPE information aligned to customer contract. Ensure that the new systems have passed RTPA.
•Capacity Operations: Ensuring that the managed service has the right levels of capacity and performance – implementing solutions to resolve capacity and performance issues and making technical recommendations to cater for future capacity & performance needs to avoid future incidents.
•Identifying and submitting automation requests.
•Incident management: Work on the incidents escalated from RST (TS L2) and help them with any questions or concerns that they have related to daily work.
•Documentation: Update diagrams, processes and procedures, guides and any other file required by the account.
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities