Dynatrace Senior Application Support

DXC Technology•Tacoma, WA

44d

About The Position

DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues and communities around the world. Accelerate your career and reimagine the possibilities with DXC! We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer’s entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace. 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.

Responsibilities

Provide technical support on various platforms (e.g., .ADP, Cloud Pay, Totango, NetSuite, and Anaplan. via the preferred ticketing tool by the client.
Perform technical investigation and provide short-term or long-term solution for issues reported within agreed SLA.
Ensure inquiries or issues raised in all medium of communications i.e MS Teams group chats, Ions and shared mailboxes are handled in a timely manner and based on standard process.
Handle Customer Business user’s inquiry and escalations based on best practices while leveraging on ITIL Knowledge.
Participate in working sessions/ tech bridge calls with the customer for better communication and quick resolution of issues reported.
Able to discern when to escalate issues to higher level support teams and follow correct escalation matrix.
Work closely with higher level support teams in resolving issues and ensure to understand the resolution applied whenever applicable.
Work closely with the Service Level Managers on urgent incidents, requests, and reports as well as ad-hoc tasks.
Rotating shift (ASIA, Late ASIA, EMEA, Late EMEA, NALA, Late NALA) and possible rotating weekend on-call for P1 and P2 incidents.