Data Center Field Tech Site Support, Onsite Newark DE

Job Description:

Essential Job Functions:

General Services

• Escorting of vendors and customers
  • Perform escorting of DXC Technology and non-DXC Technology personnel, vendors, and customers within all secured spaces and data center white spaces per DXC Technology security policies.
  • Provide technical oversight of activities performed during escorting activities to ensure that all technical components are performed in accordance with the approved Change or Incident record.
• Communication
  • Interface with requestors via phone call, instant messaging, email, and other DXC interface tools.
  • Join and participate in technical change reviews and incident troubleshooting calls as well as web sessions between DXC delivery teams and DXC customers.
  • Communicate in English both written and verbal
  • Provide escalation and ongoing communication to DXC Leadership and Site Leads per the notification path provided by DXC for incidents and outages causing significant impact to DXC, DXC’s customers, or the data center.
  • Provide escalation and ongoing communication to DXC Leadership and Site Leads per the notification path provided by DXC for any failed or missed changes, and/or incidents that are a result of actions taken or lack of actions taken by the supplier personnel.
• Site Access
  • Review data center access requests to ensure compliance to DXC Technology processes
  • Review, approve, and execute site access requests according to DXC Technology processes and procedures
  • Interface with supplementary service providers, Vendors, and Telco providers
  • Perform vetting processes of visitors in accordance to DXC Security policies.
• Documentation and Reporting
  • Create and maintain documentation related to site specific activities performed including processes and procedures.
  • Provide Ad Hoc reporting as needed
  • Support current and future projects related to new tools, processes and procedures implemented by DXC Technology.
  • Maintain a daily turnover log of all interactions and work completed.
  • Track all work being always performed in the secured spaces.
• Basic data center planning
  • Support DXC Technology Data Center IT equipment installation and removal planning activities.
  • Participate in planning of data center space and layout for new device installations, removals, and cabling infrastructure builds
  • Complete and return to Hardware Planning Site Inspection forms as requested for equipment assignments and removals.
• Service Management
  • Support DXC Technology’s Service Management process and procedures including performing activities in the designated DXC Technology tools and ticketing systems.
  • Prior to approving and performing any planned change work, ensure that a pre-validation and inspections are performed to ensure the work can be completed successfully. 
  • After completing work and prior to notifying the requestor/closing the ticket, perform post-validation of all planned change work to ensure that work was completed in accordance with the request and DXC Technology Site standards. 
  • Provide a completed root cause analysis report with remediation actions for incidents resulting from a failed task or preventable event in accordance with DXC standards and service level targets of this SOW.
  • Perform ITIL level activities related to Incident, Problem and Change
    • Review requests in DXC Technology tools and ticketing systems
    • Contribute to the creation of tickets and content in DXC Technology Tools and ticketing systems
    • Attend DXC Technology planning meetings to prepare for planned activity windows
    • Approve requests in DXC Technology tools and ticketing systems
    • Record activities performed in DXC Technology tools and ticketing systems
    • Mark requests complete in DXC Technology tools and ticketing systems
    • Perform problem and root cause activities related to facilities incidents

Inventory Management Services

• Inventory Management Tracking
  • Perform physical inspection and collection of information related to IT equipment within the data center white spaces, storage rooms, loading docks, and other locations onsite in the facilities as documented within this SOW.
  • Affix DXC Technology provided barcode and other tags to all devices and items located within the data center.
  • Perform scheduled periodic/random scans and inventory of equipment per supplied lists from DXC Technology inventory tool.
  • Ensure every device, item, and storage items are physically validated and verified every 12 months.
  • Collect information related to all equipment onsite for entry into DXC Technology database, including but not limited to:  Device ma