At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Cloud services help customers get the business outcomes they expect. When cloud is done right, it can provide up to three times the return on investment and faster business results, with less cost, risk and disruption. DXC helps customers make the right decisions about what applications to migrate to cloud and when. With DXC Cloud services, our customers maximize their use of data and ensure their environment remains secure.

The NDL is the accountable service integrator and trusted network advisor for the assigned account, service, or regional portfolio. The role connects customer priorities with DXC delivery execution across Network Operations, Engineering and Architecture, Tools and Automation, Service Management, Security, Cloud, Projects, vendors, carriers, and account leadership.

Service Governance and Customer Outcomes

· Establish and maintain the network service governance model, operating calendar, stakeholder map, RACI, escalation matrix, and decision paths.

· Maintain a concise service narrative covering health, customer impact, risk, achievements, key decisions, improvement actions, and upcoming changes.

· Provide monthly and quarterly service reviews with trends, business impact, SLA/KPI performance, risks, decisions, financial observations, modernization opportunities, and action closure.

· Ensure customer complaints, commendations, executive concerns and account feedback are routed, owned, resolved and converted into systemic improvements.

Incident and Major Incident Management

· Lead network delivery coordination for critical incidents and escalations, ensuring rapid technical engagement, clear ownership, accurate customer communication and decision discipline.

· Validate impact, chronology, recovery path, business communication, vendor engagement and post-restoration actions.

· Ensure monitoring gaps, false positives, duplicate alerts, manual ticketing dependencies and tool integration failures are documented as operational risks with remediation owners.

· Use incident patterns and telemetry to reduce recurrence, restore faster and identify automation opportunities.

Problem Management and RCA Quality

· Partner with Problem Management and technical teams to produce evidence-based RCAs that identify technical, process, tooling, documentation and governance contributors.

· Challenge weak causal statements, ensure corrective and preventive actions are measurable, and track actions through verified closure.

· Maintain the known-error and chronic-issue view for the account and align priority with business impact.

· Convert recurring themes into SIPs, engineering backlog, automation, training or contract discussions.

Change Enablement and Release Assurance

· Provide delivery assurance for high-risk, urgent, critical and customer-sensitive changes affecting the network scope.

· Confirm risk assessment, testing, implementation validation, rollback, stakeholder notification, command-center coverage and post-change health checks.

· Require NDL review when a design or architecture change may materially affect operability, support model, security, SLA/KPI performance or cost.

· Promote digital-twin, pre/post validation and automated compliance checks where approved.

Configuration, Asset and Service Data

· Own delivery accountability for accurate network CIs, ownership, support groups, contracts, service mappings, monitoring state, topology, contact and escalation information.

· Drive reconciliation among ServiceNow, NSD, NEURA and other approved sources when records conflict.

· Ensure NDL and technical escalation fields are current and periodically validated.

· Maintain an account Network Operations Manual with service scope, architecture references, support model, key contacts, tools, processes and account facts.

Monitoring, Observability and Automation

· Ensure all in-scope production devices and services have an approved monitoring and ticketing strategy, with no unmanaged transition gap.

· Use observability and analytics to detect capacity, performance, quality and availability risks before customer impact.

· Prioritize automated ticket creation, enrichment, correlation, diagnostic collection, runbook execution and remediation where technically and contractually appropriate.

· Drive adoption of DXC intelligent operations capabilities and explicitly document exceptions, manual workarounds and residual risks.

Capacity, Performance and Experience

· Review utilization, latency, loss, errors, wireless quality, carrier performance, tunnel health, cloud paths, and service experience trends.

· Maintain capacity plans and recommendations for applicable services, including growth assumptions, risk thresholds, and corrective action.

· Link technical indicators with customer experience and business-critical transactions whenever data is available.

· Escalate chronic constraints before they produce outages, performance degradation, or avoidable spending.

Lifecycle, Vulnerability and Technical Debt

· Maintain an integrated view of hardware, software, firmware, maintenance entitlement, end-of-support, vulnerability and architectural obsolescence risk.

· Coordinate lifecycle plans with Engineering, Security, Configuration, vendors, procurement and account leadership.

· Ensure exceptions have business justification, risk acceptance, compensating controls, owner and expiry date.

· Use modernization and standardization to reduce technical debt and operational variance.

Service Introduction and Turnover to Production

· Engage early in solutioning, projects and transformations to confirm supportability, monitoring, tooling integration, documentation, skills, capacity, security, cost and operational acceptance criteria.

· Ensure production turnover includes validated inventory, ownership, support groups, monitoring, ticket flow, runbooks, escalation, vendor entitlement, test evidence and knowledge transfer.

· Reject or conditionally accept services that lack mandatory controls, documenting the operational risk and decision authority.

· Complete a post-go-live review for critical or complex transitions.

Resilience, Continuity and Disaster Recovery

· Confirm high availability, failover dependencies, backup connectivity, recovery sequencing and operational roles are documented and tested.

· Participate in continuity exercises and ensure lessons learned are converted into design, runbook, monitoring and governance improvements.

· Maintain awareness of single points of failure across network, tooling, carriers, cloud, people and processes.

· Ensure recovery assumptions remain aligned with the contracted service and customer business requirements.

Security and Compliance

· Ensure network delivery complies with applicable security baselines, segmentation principles, access controls, logging, vulnerability processes, contractual requirements and location restrictions.

· Escalate security incidents or concerns promptly to the Account Security Officer and appropriate response teams.

· Support audits with accurate records, evidence, ownership, and remediation tracking.

· Embed Zero Trust, least privilege and secure-by-design considerations into operational decisions.

Vendor, Carrier and Ecosystem Management

· Coordinate vendor and carrier escalation for service restoration, chronic performance, maintenance, entitlement, defect and roadmap issues.

· Validate that third-party responsibilities, OLAs, contacts, escalation paths and evidence requirements are clear.

· Use vendor performance data to support remediation, commercial discussion, and sourcing decisions.

· Ensure vendor engagement does not dilute DXC accountability to the customer.

Commercial Management and Growth

· Understand service scope, inclusions, exclusions, assumptions, volumes, rates, penalties, maintenance, licenses, and key cost drivers.

· Identify unmanaged scope, non-standard delivery, excessive manual work, consumption growth, and margin risk.

· Partner with Account, Sales, Solutioning and Offering teams on expansion, modernization and remediation requiring commercial alignment.

· Demonstrate customer value through outcomes, risk reduction, modernization, and improved experience, not only operational activity.

· 8-10 years of progressive experience in enterprise networking, managed services, infrastructure operations, engineering, or service delivery.

· At least 5 years in IT operations or engineering support within complex, matrixed and customer-facing environments.

· College degree in computer science, information technology, engineering, or equivalent proven experience.

· Strong working knowledge of ITIL 4 / ITSM practices, service integration, availability management, problem management, change enablement, configuration management and continual improvement.

· Demonstrated leadership across multicultural, multi-vendor, cross-capability and geographically distributed teams.

· Ability to connect technical conditions to customer impact, contractual obligations, financial consequences, risk, and business outcomes.

· Fluency in written and spoken English for technical and executive communication; additional regional languages are desirable.

Preferred Certifications and Experience

· CCNP Enterprise, Data Center, Security, Wireless or equivalent advanced vendor certification.

· CCIE or CCDE is desirable for senior assignments.

· ITIL 4 Foundation or higher.

· SD-WAN certification or at least three years of relevant delivery experience.

· Cloud networking experience, with Microsoft Azure preferred and AWS/GCP valued.

· Experience with network fabrics, micro segmentation, SASE, Zero Trust, observability, automation, APIs, Python/Ansible or equivalent orchestration practices.

· Experience leading major incident bridges, RCA quality reviews, service improvement plans, executive governance and complex customer escalations.

• Fluency in conversational and technical English, written and spoken.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

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.

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