DXC Technology ITO Service Delivery Representative in Ciudad Juárez, Mexico

Incident Management:

  • Identify performance issues proactively.

  • Provides support for nonstandard or specialized systems including proactive and reactive troubleshooting. Works within strict time scales and elevates incidents within defined time windows.

Problem Management:

  • Uses proactive monitoring procedures/tools to identify problem prevention opportunities.

  • Apply technical knowledge to eliminate recurring incidents.

Change Management:

  • Configure system hardware, software and network components to meet established standards with assistance.

  • Perform installations, configurations including security and patch deployment.

Configuration Management:

  • Elevate discrepancies within Configuration Management Database (CMDB) to ensure customer system integrity.

Operations Maintenance:

  • Perform routine maintenance. May include performing tape/backup operations.


  • Understands the impact of operations delivery on the customer's business. Manage team's ability to meet target goals through coordination of continuous service improvement initiatives.

Project Management:

  • Contribute to project management initiatives.

Escalation Management:

  • Provide subject matter expertise. Manage escalations off core business hours.

Customer Relationship:

  • Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.

  • Work effectively in a multicultural environment.

  • Participate in customer visits and service reviews.

  • Respond to service, product, technical, and customer-relations questions.


  • Lead a small team focusing on both cost and quality management.

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities