Job Description:

Profile:

Background in IT, Computer Science, Engineering, Business, or a related discipline or equivalent work experience.
Minimum of 5 years of experience in IT Operations, infrastructure services support, operations monitoring and/or end user support
Minimum of 3 years of experience in Software Management or related fields
Strong troubleshooting, analytical, problem-solving, and conceptual skills
Strong customer focus and management of client expectations.
Excellent oral and written communication skills, including fluency in English.
Must be a good team player.
Must possess strong leadership skills.

Must work with minimal supervision.

Responsibilities:

• Perform and lead tasks involved in software management as follows:

(1) For Application Packaging:

- Perform application review, packaging, publishing, testing, troubleshooting, quality check, conflict management and content distribution of high priority or complexity applications

- Adhere and provide inputs to packaging and publishing standards and best practices, including internal processes and tools

- Perform and lead quality control of simple to intermediate applications

- Provide analysis and workarounds or solutions for issues encountered during packaging and track progress

- Create medium to high complexity scripts, commands or executable codes for use in customizing packages or troubleshooting

- Manage and maintain hardware and software infrastructure as specified by the customer for the provision of Application Packaging Service

(2) Software Distribution:

- Maintain up-to-date definition of authorized users, groups, and profiles per Software Package

- Manage and maintain hardware and software infrastructure as specified by the customer for the provision of Software distribution Services

- Execute Software Distribution requests

- Distribute managed Software Packages to client systems in accordance with the deployment strategy

- Implement and maintain Software Distribution AD policies

- Conduct unit and integration tests

- Manage and maintain Software Distribution application

- Distribute managed Software Packages to staging / depot locations

- Conduct measurement and reporting activities as per the service levels aligned with the customer

(3) Patch Management

- Acquire patches via defined Patch Management application in Staging environment.

- Knowledge in ADR patching

- Export patches from Staging environment and import to local test environment, central repository and production servers

- Synchronize patches to lower tiers

- Perform unit testing in the local test lab, including patch dependency analysis against in-scope client OS platforms.

- Facilitate Pilot Testing in customer production environment, including sociability testing, against in-scope client OS platforms and applications utilizing test scripts.

- Monitor patch distribution activities and generate required reports.

- Troubleshoot discrepancies, availability or performance issues in internal operational reporting.

- Implement and maintain the Patch Management application

• Act as second level support for managing incidents, accept transfer and elevations of incidents, track progress and provide resolution

• Conduct incident trending, root cause analysis, recommend solutions and document resolutions in the known-error database

• Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs

• Create and update documentations on team processes, best practice, and case studies

• Participate in the pilot for new accounts as a project team member, subject matter expert or account technical lead.

• May set technical leadership to the team working on an account

• Participate as a resource (i.e. trainer) in and lead technical trainings for the software management technology area

• May lead service delivery reviews and day-to-day operation execution for one service ownership or customer

• May lead compliance initiatives for a specific ITIL process within the team

• Act as a mentor for trainees or resources with 1 to 2 years’ experience.

• Build strong working relationship and trust with the customers in order to ensure partnership in delivery between DXC and the Customer.

• Be responsive to clients whilst following the principles and procedures of the quality management system

• Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit

• Participate or lead any service line or site initiative, thereby contributing to development of the organization

Core Competency:

• Completion of a bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or an equivalent degree

• For Application Packaging:

- Intermediate to advance skills on Windows Installer service

- Intermediate scripting skills, mainly on VB Scripting, and PowerShell.

• For Software Distribution and Patch Management:

- Intermediate to advance skills MECM (Microsoft Endpoint Configuration Manager), Windows 10

• For Microsoft Intune and Azure:

- Intermediate to advance skills on Application Management (including app wrapping) for iOS, Mac OS, Android and on Windows devices

- Intune configuration and Windows Autopilot is advantage

- Azure Fundamentals

• Intermediate knowledge on Windows and Microsoft technologies; certifications for Junior level are preferred

• Intermediate knowledge on ITIL processes, particularly on Incident, Change, Problem, and Release Management

• Intermediate project management skills

• Effective communication skills, both oral and written

Experience in low to medium scale software development projects is preferred

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