Configuration Manager

Summary:

SC cleared or prepared to work towards clearance.

Configuration Manager is accountable for implementation and direct execution of the process on a day-to-day basis in line with DXC ES global standards for assigned account. This includes managing all activities required to plan, identify, control, and track and audit of Configuration Items (CIs) within the Configuration Management System (CMS).

He / She is overall responsible to ensure that individuals within the assigned accounts are trained on the Configuration Management process; that the process is understood and adhered to; plus the completeness, accuracy and integrity of CI data stored within the CMS is fit for purpose to meet the needs of the business and conforms to global DXC ES standards. They lead evaluations within their domain in order to identify process, automation and delivery operations improvement opportunities.

Job Responsibilities:

• Accountable for the implementation and execution of global standards within an account
• Drive compliance to the Configuration Management framework for the accounts covered
• Owns the account Configuration Management Plan and all related process documentation and training materials
• Active contribution to DXC Global standard processes improvement via the Configuration Management Process Owner
• Define verification and audit procedures to ensure accuracy and integrity of Configuration Management Data Base (CMDB)
• Host regular review meetings with Support groups to maintain CMDB completeness and accuracy
• Communicate Global Configuration Management process changes/updates along with impacts to Delivery teams
• Adhere to company and team processes and policies such as time tracking, vacations, training
• Track and manage all Configuration Items (CIs) required to provide a contractually agreed services between DXC ES and a Customer.
• Roles and Responsibilities are clearly defined and all involved parties in the process are empowered to run the Configuration Management Process. Contact details for individuals performing Configuration Management should be included in an appropriate Support Contact Matrix for an account or organization
• All DXC staff and suppliers involved in Configuration Management must be trained before they use the Process
• A centralised Configuration Management System (CMS) must be in place (comprising of one or more physical Configuration Management Data Bases (CMDBs) representing the current known state of the supported environment
• All CMS changes must be authorized and implemented only by permitted personnel
• Creation of and updates to CI Records in the CMS must adhere to the controlling authoritative process (Change Management, Release and Deployment Management or Request Fulfillment)
• Each CI in the CMS must be uniquely identifiable by its location and name
• Each CI must have an Owner or associated with a group who is responsible for keeping the information complete, accurate and current for the Business Critical Service CIs (also known as Key Production Environments (KPE) are defined based on the contractual agreement between DXC ES and the customer. These must be identified, managed and maintained along with corresponding relationships to other Service and Technical Configuration Items (CI)
• Performance measures and regular exception reporting must be performed and reviewed
• A formal CMS audit should be conducted at least once a year

Activities:

• Drive implementation of process related actions
• Provide information on the status of CIs upon request
• Maintain up to date documentation Process Documentation, Configuration Management Plan, Work instructions
• Run CMDB audit reports for all supported infrastructure domains on regular basis and ensure all errors and warnings are followed up on and escalated as appropriate
• Ensure Customer Critical Business Applications (Key Production Environments) along with underlying Infrastructure Elements are known and correctly registered in the CMDB
• Prepare reports as required
• Establish Relevant Metrics
• Tracks account Configuration Management performance according to metrics
• Trigger and follow CMDB quality improvement actions

Key deliverables/ measures:

• Deliver against contractual requirements as requested by the customer
• Business audit is passed & reviewed every 3 months
• Delivery contracts are in place + audit is passed
• AST is documented & maintained
• KPE are documented & pass audit
• All technical CI are in ESL/Redfish
• System & Instance CI compliance passed as per agreed targets.
• No escalations caused by CFGM activities in service management
• No RtOP caused by errors by configuration management

Working relationships:

Internal:

• Customer delivery leads
• Account Support Team Delivery leads
• SMC Process Owners, ITSM Implementation team, Reporting team
• Production Engineering team

External:

• DXC Customers
• DXC Partners and service providers

Experience:

• Masters degree and a minimum of 1 year of related experience or
• Bachelors degree or equivalent experience and a minimum of 2 years related experience or
• High school degree and a minimum of 6 years of related experience.

Education (degree) and professional experience required:

• Masters degree and a minimum of 1 year of related experience or Bachelors degree and a minimum of 2 years related experience or High school diploma and a minimum of 6 years of related experience.

Qualifications:

• ITIL expertise: V4 foundation trainings, ITIL v4 foundation qualification after max 6 months in the role.

Skills (procedures and documents the employee has to be acquainted with):

Technical Skills:

• Knowledge of process supporting tools: SNOW will be considered as significant advantage
• Sound understanding of related technologies (Servers, Network, Storage, Cluster, Virtualisation etc)
• Very good knowledge of MS Office suite (especially Excel and Power Point)
• Process & Quality Management: planning and monitoring the performance of the process
• Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements
• Data Analysis: transforming data to extracting information and draw conclusions
• Problem Resolution: ability to resolve escalation issues or problems.
• Risk Management: identification and management or mitigation of risks.
• Business and Organizational knowledge
• Service Portfolio Knowledge

Soft Skills:

• Passion for customers and customer Focus: ability to put the customers needs first
• Influencing others
• Presentation and communication skills
• Will to win
• General Project Management
• Diplomacy: ability to manage teams or people with tact
• Diversity: ability to understand and integrate diverse opinions.
• UK based.