Major Incident Analyst Itil Itsm

Use ITIL ITSM knowledge and technical analysis to manage P1 and P2 incidents within DXC’s global command operations and reporting processes.This Major Incident Analyst role leads disciplined service restoration for Pratt DT incidents. You will confirm classifications, define severity, coordinate action owners, and maintain incident records across Teams and ITSM systems. The work also supports process governance, measurements, and improvements targeting reduced disruption impact.Key Responsibilities:
Gather information from users reporting service problemsConfirm classifications and initial incident severityDocument timelines, decisions, and actions takenTrack corrective actions and residual major incident tasksIdentify process gaps and recommend improvementsRequirements:
Five years’ experience in a similar roleExperience executing ITIL incident, change, problem, and event processesFive years with heterogeneous infrastructure environmentsTechnical analysis and problem-solving skillsStrong written, oral, organizational, and follow-up skillsBring ITIL process execution, technical problem-solving, and precise incident documentation to DXC’s Major Incident Management function.
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