DXC Technology India Technical Analyst Interview: Rounds, Questions and Preparation

What the job involves

Technical Analysts in Indian IT services support application maintenance, infrastructure monitoring, and production issue resolution for global clients. They work in shifts, handle tickets, perform root cause analysis, and coordinate with senior teams to ensure service-level agreements are met. The role is a common entry point for freshers into IT operations and support projects.

Role and Technical Knowledge

1. 1

   What is the difference between an incident and a problem in ITIL?

   Explain that an incident is an unplanned interruption or service degradation, while a problem is the underlying cause of one or more incidents. Mention that incident management focuses on restoring service quickly, and problem management aims to prevent recurrence.

2. 2

   Explain the OSI model layers and give one protocol used at each layer.

   List all seven layers from physical to application. Give examples like Ethernet at data link, IP at network, TCP at transport, and HTTP at application. Keep it concise and structured.

3. 3

   How would you check if a server is reachable and a specific port is open?

   Mention using ping to test reachability and telnet or netstat or nc to check port status. Explain that ping uses ICMP and port checks verify service listening.

4. 4

   Write a basic SQL query to find all employees in the 'Finance' department earning more than 50000.

   Use SELECT * FROM employees WHERE department = 'Finance' AND salary > 50000. Be ready to explain each clause and mention that column names may vary.

Practical Scenarios

1. 5

   A user reports that they cannot access the internet. Walk me through your troubleshooting steps.

   Start with checking physical connections, then IP configuration, ping the gateway, test DNS resolution, and try a different browser or device. Mention documenting findings and escalating if unresolved.

2. 6

   You receive a ticket marked 'critical' but you are already handling another high-priority issue. What do you do?

   Acknowledge the new ticket, assess impact, inform your supervisor or team lead, and prioritise based on business impact and SLAs. Suggest temporarily delegating or seeking help if possible.

3. 7

   A scheduled change failed during deployment and caused a service outage. What steps do you take?

   Follow the incident process: revert the change if possible, communicate to stakeholders, log the incident, and participate in a post-incident review. Mention following change management and rollback plans.

4. 8

   How would you handle a user who is angry and demanding immediate resolution?

   Listen without interrupting, acknowledge their frustration, apologise for the inconvenience, and explain the steps you are taking. Give a realistic timeline and keep them updated.

Behavioural and HR

1. 9

   Why do you want to work as a Technical Analyst in an IT services company?

   Show interest in troubleshooting, client support, and learning new technologies. Connect it to your problem-solving skills and willingness to work in a structured support environment.

2. 10

   Are you comfortable working in rotational shifts, including night shifts?

   Answer honestly and positively if you are. Mention that you understand the global support model and are willing to adapt. If not, explain your constraints clearly.

3. 11

   Tell me about a time you worked in a team to solve a problem.

   Use the STAR method: describe the situation, task, action, and result. Highlight your role, communication, and how the team achieved the outcome.

4. 12

   Where do you see yourself in three years?

   Focus on growing into a senior analyst or subject matter expert role, gaining certifications, and taking more responsibility. Avoid saying you want to leave the company soon.

Company and Sector Awareness

1. 13

   What do you understand about the IT services industry in India?

   Mention its role in global delivery, client outsourcing, and support for applications and infrastructure. Talk about the importance of SLAs, cost efficiency, and 24/7 operations.

2. 14

   What is an SLA and why is it important in a support role?

   Define SLA as a contract that specifies expected service levels like response and resolution times. Explain that it sets client expectations and measures performance.

3. 15

   How would you keep your technical skills updated in a fast-changing IT environment?

   Mention online courses, certifications, reading tech blogs, and practising in lab environments. Show enthusiasm for continuous learning.

4. 16

   What do you know about our company and why do you want to join us?

   Research the company's services, clients, and values. Connect your skills and career goals to what the company offers. Avoid generic answers.