Job Description:
At DXC we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.
People in Corporate Functions make DXC a well-run and high-functioning organization. Each team contributes to DXC's success, and everyone delivers world-class service and has opportunities to grow and learn.
Who You Are:
- 8 a 10+ años de experiencia en IT Service Management (ITSM), Service Delivery u operaciones TI.
- Experiencia en gestión de servicios críticos, soporte TI, mesas de servicio y cumplimiento de SLA.
- Liderazgo de equipos multidisciplinarios y gestión de recursos.
- Gestión de relaciones con clientes y stakeholders senior.
- Excelente comunicación verbal y escrita.
- Orientación al cliente y foco en satisfacción del usuario.
- Capacidad analítica, resolución de problemas y manejo de incidentes críticos.
- Trabajo bajo presión, liderazgo colaborativo y gestión de conflictos.
- Mentalidad de mejora continua, proactividad y adaptabilidad.
- Dominio de ITIL: Incidentes, Problemas, Cambios, SLA/OLA, Disponibilidad, Continuidad, Capacidad y Seguridad.
- Experiencia en herramientas ITSM: BMC Helix, ServiceNow, Jira Service Management o equivalentes.
- Manejo de CMDB, workflows, gestión de tickets y reporting.
- Experiencia analizando KPIs de servicio (MTTR, disponibilidad, volumen de tickets, satisfacción de usuarios).
- Elaboración y presentación de reportes ejecutivos de servicio.
- Conocimiento de entornos de manufactura, industria y convergencia OT/IT.
- Capacidad para liderar iniciativas de mejora de servicio y evolución de madurez ITSM.
- Gestión de proveedores, contratos de servicio y revisiones periódicas (QBR).
- Capacidad para traducir necesidades de negocio en mejoras operativas y de servicio.
- ITIL v3 Foundation (requerido).
- ITIL 4 Foundation y certificaciones avanzadas ITIL (deseable).
- PMP o PRINCE2 (deseable).
- Certificaciones en BMC Helix u otras plataformas ITSM (deseable).
- Conocimientos de COBIT, ISO 20000 y SIAM (plus).
- Idiomas: Español, Inglés y Portugués.
Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity, and inclusion and are dedicated to strong ethics and corporate citizenship.
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.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.
