What you'll be doing
Monitoring and event management
Monitor IT infrastructure, networks, cloud platforms, applications and security services using a range of monitoring tools.
Investigate and validate alerts, identifying potential issues before they develop into wider service disruptions.
Carry out initial event triage, assess potential impact and determine the appropriate next steps.
Recognise patterns and link related alerts to help identify service degradation or more serious incidents.
Manage event queues, ensuring alerts are reviewed and actioned within agreed timescales.
Incident management and coordination
Log, categorise, prioritise and manage incidents through the IT Service Management (ITSM) platform.
Engage and coordinate the appropriate technical support and resolver teams, following established procedures and escalation routes.
Support Major Incident Management activities, helping to bring the right people together when significant service issues occur.
Maintain ownership of incidents through to an appropriate handover or resolution.
Keep incident records accurate, clear and up to date.
Communication and operational coordination
Provide timely and clear updates to technical teams, service management and customers.
Coordinate communications during service interruptions and major incidents.
Prepare shift handovers, operational updates and status reports, ensuring important information is passed on effectively.
Maintain awareness of activity across different IT service areas and support teams.
Act as a central point of contact during service-affecting events, helping teams stay informed and focused on resolution.
Continuous improvement and innovation
Identify recurring issues and opportunities to improve how events and incidents are managed.
Help develop and maintain operational procedures, runbooks and knowledge articles.
Contribute to service improvement activities through reporting, trend analysis and feedback.
Look for opportunities to use automation and AI to improve operational efficiency, including exploring the potential of AI agents and new ways of working.
What we're looking for
We're interested in people with a good grounding in IT support or IT operations, who are comfortable investigating technical issues, following processes and communicating with different teams.
Ideally, you'll bring
Previous experience in IT support, IT operations or a similar technical support environment.
An understanding of ITIL principles and incident management processes.
Experience using monitoring or service management tools, ideally including Dynatrace, Nexthink or Xymon.
A working knowledge of Windows and Linux environments.
Good troubleshooting and analytical skills, with the ability to investigate alerts and identify potential causes.
Confidence communicating with technical teams and stakeholders, particularly when incidents need to be escalated or coordinated.
The ability to stay organised and focused when managing multiple alerts or competing priorities.
A proactive approach, with an interest in learning new technologies and improving operational processes.
Experience coordinating technical teams, projects or workstreams would be beneficial. We're also keen to hear from people who are interested in how AI and automation can support the future of IT operations.
Working arrangements
This is a fully site-based role at our Erskine location, operating within a 24/7 shift environment to provide continuous service coverage.
Location: Erskine, Scotland – onsite.
Working pattern: 12-hour shifts, covering days and nights on a rotating pattern.
Shift rotation: 3 days / 3 nights / 2 days / 2 nights / 3 days / 3 nights.
Contracted hours: 37.5 hours per week on average.
You'll need to be comfortable working both day and night shifts as part of the rotation.
Why DXC Technology?
DXC Technology is a global technology services organisation, working with customers across a wide range of industries to help them manage and modernise their IT environments.
You'll be joining a team where collaboration, accountability and continuous improvement are important. You'll have the opportunity to build on your existing IT support experience, develop your knowledge of enterprise IT operations and contribute to the way we deliver and improve our services.
In addition, DXC offers a competitive salary and a flexible benefits package designed to support you both professionally and personally — including pension, private medical cover, and wellbeing programmes.
If you enjoy problem-solving, working with technology and being part of a team that keeps critical services running, we'd like to hear from you.
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.
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. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. 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. More information on employment scams is available here.
