Senior Network Delivery Lead

hace 3 semanas

Ciudad de México CDMX DXC Technology A tiempo completo

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

The Network Delivery Lead is an important role bringing together the competencies in the areas of incident, change, problem, capacity and performance and configuration management, and specifically owning the availability of the network infrastructure under his/her scope. Working in active collaboration with other functional teams (Problem managers, Configuration Leads, Incident Managers. Capacity Leads, NOCs, etc.) you will have accountability for meeting our customers’ contractually defined targets for Network Leveraged production devices in under your scope.

Focusing ultimately on the availability of our services and presenting the team’s performance to the supported accounts.

You will also work with the Global Service Management and Service Excellence where required.

**_ What You´ll Do_**
- The NDL acts as single point-of-contact within his/her designated capability for the Account Delivery Operations
- The Leverage Network Delivery Lead owns and is accountable for the devices in production within CMDB under his/her scope.
- Ensures that services are delivered according to the service description (SLO & SLA)
- Acts as trusted advisor and must have deep technical competencies in his/her domain (capability focus) to collaborate and facilitate delivery, engineering and account teams on the resolution, improvement, and avoidance of issues. The NDL has a coordination role with the service capability, which includes:

- Identification of technical resources to complete change related activities
Identification of technical resource to support client escalations
- Follow up on various ITSM work processes execution in various regional or global delivery centers
- Acts as the technical leader of the DC operations & engineering teams working close to them driving improvements
- ** Although the NDL has the overall technical responsibility for the service provided by his capability for a designated customer, the NDL is not asked to do “everything” himself/herself. Big parts of the daily IT Operations are done by other teams (e.g., operations including Incident Management, Change Execution and Problem Management, Capacity Planning and Configuration Management are conducted by the Global Network Operations Center) supporting the NDL in delivering the whole service**

**Who You Are**
- ** CCNP Certified ( Enterprise, Data Center or Collaboration)**
- **CCIE / CCDE - Nice to have**
- ** SDWAN Certified or the equivalent of at least 3 years of working experience**
- ** Networking Cloud ( Microsoft Azure preferred)**
- ** Network Fabric and Micro segmentation experience**
- ** Previous Customer facing experience**
- ** Excellent understanding of ITSM\ITIL processes, preferably ITIL 4 Foundation certified**
- College degree in computer science, information technology (preferred), or proven equivalent experience.
- Minimum of 5 years working experience within IT Operations and Engineering infrastructure support services industry
- Proven project management ability in matrix organizations and technical IT environments
- Good understanding of system architecture concepts and Availability Management
- Demonstrated leadership skills in a collaborative working environment
- Well-developed Client relationship skills, ability to understand client needs and develop appropriate solutions
- ** Fluency in conversational and technical English, written and spoken.**

**_ In Addition To Above Requirements, Our Ideal NDL would also be:_**

**Operations Management**:

- IT Functional Knowledge (ITSM, Relevant Technology Administration; overall understanding of management of an IT environment).
- Leadership ability to build & manage a cross cultural, cross capability & cross business team for effective & efficient customer support

**Business Management**:

- Help clients realize expansion opportunities through ITO portfolio offerings and services

**Customer Relationship**:

- Develop proactive customer relationships
- Find ways to add value to the customer’s business practice
- Recognize and overcome client resistance
- Act as a trusted technical advisor, be open to participate in strategic committees, help clients define their business strategy.
- Ability to build & sustain strong customer relationship

**Personal Success Factors**:

- Influencing Skills: ability to convince others to support a defined course; seen as a business partner for clients, customers seek his or her advice and counsel.
- Communication Skills: ability to prepare and deliver clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, great presentation skills and active listening.

**_ Work Environment_**

***This position is remote but eventu

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