Job Overview
DXC Technology is looking for a highly capable Manager – Infrastructure Services, specializing in Microsoft 365 and enterprise service delivery operations. This role requires a strong blend of technical understanding, customer relationship management, problem-solving, and operational leadership.
You will be the primary point of contact for M365 capability delivery, overseeing service health, escalations, capacity planning, service enhancements, and alignment of customer needs with DXC’s capabilities. The role demands exceptional coordination, communication, and leadership across multi-functional teams in a dynamic enterprise environment.
Job Details
Job Title: Manager Infrastructure Services
Job ID: 51560935
Location: Bangalore, India
Category: IT Infrastructure Management & Support
Employment Type: Full-time
Key Responsibilities
1. Sales Support (Upselling)
- Identify opportunities to enhance service value in the assigned capability.
- Assess business needs and map them to DXC’s available solutions.
- Participate in customer account reviews when required.
- Monitor customer environment trends, identify new requirements, and recommend enhancements.
- Flag service scope changes that may involve additional cost to the client.
- Promote new DXC capabilities such as Hypersoft Monitoring and EMPOWER by DXC.
2. Capacity Management
- Track KPI utilization trends and associated costs.
- Take preventive or corrective measures to optimize capacity within the capability.
- Collaborate closely with engineering teams to maintain capacity health.
3. Problem Management
- Monitor service delivery performance to identify recurring issues.
- Lead and coordinate Root Cause Analysis (RCA) activities.
- Resolve service delivery challenges through systematic interventions.
- Provide service health updates and customer metrics to MWS leadership.
4. Change Management
- Coordinate change activities across the capability for assigned customers.
- Assign technical resources to carry out change-related tasks.
- Perform change control activities ensuring compliance and minimal risk.
- Review Microsoft message center updates, assess impact, and prepare action plans.
- Communicate required changes to customers and internal support teams.
5. Incident Management & Escalation
- Enable effective incident management by ensuring all necessary information is available for resolution.
- Conduct monthly reviews of incident handling and service quality.
- Coordinate escalations for major incidents and involve required technical experts.
- Support RtOP/Critical Incident Procedures as per Office 365/M365 Processes.
- Establish KPEs as defined in Office 365/M365 guidelines.
6. Non-Standard Service Request Management
- Estimate efforts, coordinate execution, manage billing, and maintain documentation.
- Act as the main interface with engineering and DTS teams.
- Ensure correct setup of tools, KPIs, and adherence to contractual commitments.
7. Relationship Management
- Act as SPOC (Single Point of Contact) for customers and MWS O365/M365 owners.
- Handle inquiries, escalations, project coordination, and ongoing support discussions.
- Conduct weekly or bi-weekly meetings with support teams to ensure alignment.
8. Financial Management
- Manage volumetrics for internal and client-side billing.
- Validate service lists, monthly volumes, and support team charges.
- Support account teams in managing staffing from the O365 capability unit.
9. Office 365 Dashboard Management
- Maintain and update the Office 365 Dashboard according to Portfolio methodology.
- Ensure weekly updates (COB Friday) — even if no change occurs.
10. Process Management
- Ensure support teams are operationally ready and aligned with required processes.
- Maintain escalation processes and documentation.
- Collaborate with customers and accounts to ensure smooth steady-state operations.
- Work with cross-functional teams for sign-offs, resource alignment, testing, and delivery.
- Ensure availability of required documentation including network diagrams, authentication flows, SMTP diagrams, and configuration details.
- Build and maintain relationships with Microsoft through the M365 capability team.
Minimum Qualifications
- Basic technical knowledge relevant to service operations.
- Understanding of ITIL-based support processes.
- 2+ years of experience in Messaging & Collaboration server administration.
- Ability to map technical capabilities to business processes and organizational needs.
- Strong leadership skills, especially in multicultural environments.
- Well-developed customer management and communication skills.
- Ability to work in collaborative team environments.
- Fluency in spoken and written English.
- Basic knowledge of project management practices.
DXC Work Culture
DXC emphasizes strong relationships, in-person collaboration, and employee well-being. The company provides flexible working models tailored to accommodate different work styles and personal needs. Their culture focuses on inclusivity, continuous growth, and empowering individuals to succeed.
Recruitment Fraud Advisory
DXC Technology cautions against recruitment scams conducted through fake websites, emails, or social platforms.
- DXC never requests money or personal financial details during hiring.
- DXC does not send job offers via social media.
- Always verify job openings directly on the official DXC Careers site.
Disclaimer
This job post is a recreated summary of the official DXC Technology job listing for informational and publishing use. All job-related content, titles, and descriptions belong to DXC Technology. Applicants should visit the official DXC Careers portal for the most accurate and updated information.
