Operations Command & Control Centre (OCCC) Analyst

About the role

Monitoring and event management

• Monitor IT infrastructure, networks, cloud platforms, applications, and security services using monitoring tools.
• Investigate and validate alerts, identify potential issues, and carry out initial event triage and impact assessment.
• Recognise related alert patterns and manage event queues, ensuring alerts are reviewed and actioned within agreed timescales.

Incident management and coordination

• Log, categorise, prioritise, and manage incidents through the ITSM platform, keeping records clear and accurate.
• Coordinate technical support and resolver teams using established procedures and escalation routes.
• Support major incident management and maintain incident ownership through handover or resolution.

Communications and improvement

• Provide timely updates to technical teams, service management, and customers; coordinate communications during service interruptions.
• Prepare shift handovers, operational updates, and status reports and maintain awareness across IT service areas.
• Identify recurring issues, maintain procedures and knowledge articles, and contribute to improvements through reporting and trend analysis.
• Explore automation and AI, including AI agents, to improve operational efficiency.

Candidate profile

• Previous experience in IT support, IT operations, or a similar technical support environment.
• An understanding of ITIL principles and incident management processes is described as ideal.
• Experience with monitoring or service management tools is desired, with Dynatrace, Nexthink, or Xymon given as examples.
• Working knowledge of Windows and Linux; troubleshooting, analytical, communication, and organisational abilities.
• Experience coordinating technical teams, projects, or workstreams is beneficial; interest in AI and automation is welcomed.
• Security clearance eligibility is required. Candidates must be sole UK nationals and have lived and worked continuously in the UK for the past five years; dual nationals are not considered.

Working arrangements

• The role provides continuous service coverage in a 24/7 shift environment.
• The working pattern is 12-hour shifts covering days and nights on a rotating pattern: 3 days, 3 nights, 2 days, 2 nights, 3 days, 3 nights.
• Contracted hours average 37.5 hours per week; candidates need to be comfortable with both day and night shifts.

Workplace

• Fully site-based at the Erskine, Scotland location.

Compensation and benefits

• DXC describes the salary as competitive and offers a flexible benefits package, including pension, private medical cover, and wellbeing programmes.

About DXC Technology