Job Description: Job Description – Major Incident Management Analyst DXC is seeking a candidate for a major customer that has a proven track record to lead Major DT incidents to resolution. The successful candidate will also be involved to maintain and improve processes, policies, standards, documentation and measurements that help our organization effectively manage and report on Major incidents. This role will be part of a Global Command Center team that will cover 24/7 support activities identified below for all our locations in more than 160 locations around the globe.
As a Major Incident Manager, you will be responsible for the effective and highly disciplined approach to execute the various service restoration activities such as engaging our technical teams, 3rd party service providers, decisions, timely communications, reporting, escalations, etc.
A company of our scope and global reach manages a significant amount major incidents on a weekly basis, with a excellent deal of visibility and requires a sense of urgency to resolve the service disruptions.
A key aspect of this role will be the continuous improvement process to reduce the duration, frequency and impacts of service disruptions and will be tracked with 2026 KPI target objectives.
The successful candidate for this role will quickly become familiar with Pratt’s Major incidents processes, engagement of all key support roles, decisions to restore services, Communications, ensuring that tasks or corrective steps in AARs/RCA really address the root cause of the service disruptions.
Key Responsibilities Include:
MIM Acknowledgment of escalated Incident tickets from the Command Center team




Information gathering from User who reported the problem
P1 tickets affecting Business Operations; MIM to contact the ServiceDesk to create a corresponding "child" ticket
Review and confirm major incident classifications with business owners and support teams
Send major incident communications using our standard MI templates every 30 minutes
Update Teams MI group chat with key problem information/impacts/decisions/attendance, etc
Define/confirm initial problem severity level and include/save in problem ticket
Initiate and lead major incident bridge calls
Coordinate problem with technical teams/service providers and define action owners
Determine if a work-around/temporary solution can be put in place to restore service
Provide timely updates to GCC leadership
Document in Teams Group chat, ITSM system and AAR the incident timeline and actions taken
If User(s) are not available to assist, MIM to “pause” ticket until they become available
Once MI problem is resolved - update the INC ticket to "Resolved" status
Follow up with the support team to update the major incident ticket in the ITSM system with “Resolved” status
Inform Technical/Service Owners that they have 5 days from "Resolved" status to update all their information in the ITSM system
Support post‑incident review activities
Support/Finalize the AAR/RCA process within 5 business days for a P1 and 10 business days for a P2
Identify process gaps and recommend improvements
Maintain governance documentation and process updates
Work with support teams to meet our 4-hour target objective to resolve P1 major incidents

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📌 Sr Analyst II Service Management (Quebec City)
🏢 DXC Technology
📍 Quebec City