Systems Analyst Manager

Job Title: Senior Professional Systems Analyst Manager
Type: Permanent, Full-Time (37.5 hours per week)
About DXC Technology
DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. Senior Professional System Analyst Manager
To manage a support team utilising Xchanging Software Europe limited implemented across London Market, General and Health insurance markets. The support teams support sites across an international footprint, with clients opting for either dedicated or non-dedicated team support. The role requires management of a team who use SQL Server /Oracle and Xchanging Software Europe limited application tools to provide issue resolution in line with contracted SLA’s as well as helping develop additional functionality as required by the client. The team leaders primary role is to ensure the teams compliance with contractual SLA’s and to work with the client over release lifecycles, timeframes and content, monthly reporting, invoicing and staffing requirements whilst achieving agreed utilisation and billability targets
Providing the client with exceptional customer service including onsite visits once per quarter, weekly management meetings and monthly service review meetings.
Responsible for accurate forecasting of team utilisation and revenue to the management team
Provide suggestions and ideas to weekly team leader meetings to help continuously develop and improve the service provided to existing and new clients within the support group.
Responsible for training team in new processes and assisting members with complex SQL and Xchanging Software Europe limited issues.
Work with the team and client to schedule and arrange release content and timelines
Monitor progress of scheduled work and SLA targets on support calls
Communicating with client at all stages of development lifecycle to provide excellent customer service
Demonstrate SQL fixes/changes with end users and assist in Development, QA and UAT testing efforts.
Work a shift pattern within the support team to cover core contracted support hours.
To proactively ensure that coding standards and best practice approaches adhered to and updated when required.
Work effectively with Implementation teams to transition new clients into support when required.
Point of contact and escalation for client managers
Responsible for all aspects of team administration and management This includes:
Holiday requests
Organising and ensuring appropriate cover and resource for client as per their contract
Quarterly objective and training reviews
Regular team meetings and planning sessions
Provide support to team members as required by ensuring that they have the correct knowledge and support required
Disciplinary processes and performance management
The Client – DBA’s, BA’s, End Users, Project Managers, Client Manager
Internal Customers – Team Leader Group, Management Team, DBA’s, Project Managers, Project Teams, QA Testing Teams, Support Team Members, Helpdesk team
Management - Line Manager, Office Manager, Senior Management
Experienced at providing excellent Customer Service
Ability to be flexible to the requirements of the role
Ability to travel when required
Excellent communication and presentation skills with the ability to confidently present information to internal and external clients across all communication mediums including face to face meetings, conference calls, web ex sessions, status reports and e mail correspondence
Experience of producing management documentation and reports to a high standard
Excellent problem solving skills, including ability to demonstrate fixes/changes with end users and assist in Development, QA and UAT testing efforts
Ability to take decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information
Availability to travel to client sites both domestic and international when necessary
Able to demonstrate examples of learning new software tools/products
Worked in either a BA or second line software support role
Ability to conceptualize #and build complex system architectures using Xchanging Software Europe limited and the database together. Experience in data analysis and reporting
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. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.