Technical Refresh Process Manager

Technical Refresh Process Manager

Bengaluru / Bangalore
2 - 5 Years
Not Specified

Job Description

Job Title: Technical Refresh Process Manager
Exp: 2-5 yrs
Job Location: Bangalore

Job Description:
The Technical Refresh Process takes care of DXCs obligation to inform the client on outdated Hardware components as per the agreed trigger criteria, track and report on their decision process to refresh towards the closure of a request. The Technical Refresh Process Manager will be end to end accountable for the process documentation and its procedures, internal and external process governance/stakeholder management and operational/contractual reporting and process improvement


  • Accountable for developing and managing process operational manual.
  • Own work instructions and training material, train process to wider organization
  • Accountable for Account process effectiveness and efficiency E2E
  • Accountable for process internal & external (client facing) governance
  • Accountable for process reporting - contractual and operational
  • Ensure that SLAs/KPIs are measured on periodical basis and green status is maintained.
  • Propose G2G plan for any failing KPIs/SLAs
  • Support and implement CSI culture, own and progress Service Improvement Plans, Best Practice and Lessons

  • Maintain relationship with other process stakeholders, work with other Account Process Leads (APL) to ensure
  • seamless touch point quality and execution, removing conflicts
  • Act as Single Point of Contact (SPOC) and representative for all management related ah-hoc queries
  • Act as SPOC for any Audit requests
  • Act as SIP sponsor or owner in context of OSR process SIP and other strategic improvement programs as part of OSR

Activities :

  • Regular audit of landscape to identify the H/W devices reaching end of support life and trigger refresh process
  • proactively.
  • Interface with customer point of contact to establish the governance of registered refresh requests.
  • Manage the lifecycle of refresh requests and report status to stake holders.
  • Follow escalation matrix on need basis to run the process effectively.
  • Trigger remediation activities if CMDB has inaccurate hardware information.
  • Identify areas for improvements. Kick off Service Improvement Plans (SIPs) with the Delivery and Technical lead;
  • drive them to closure by regular mentoring
  • Engage with Client representatives from tooling in case of issues/ enhancement request.
  • Create or ensure creation of KPI/SLA reports, interpret data and reflect outcomes into appropriate actions

Core Competency:

  • Good analytical and problem solving skills
  • Must be a good team player. Flexible, self-motivated with the ability to work under pressure in an International
  • and culturally diverse organization.
  • Must possess excellent knowledge in the respective field.
  • Must possess the ability to prioritize and perform multiple tasks.
  • Good motivational skills plus verbal and written communication skills, strong command of English Language.
  • Fluent in local languages advantageous.
  • Strong customer / stake holder management skills


DXC Technology India

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