Key Responsibilities

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

Follow up on all residual MI Tasks/Correctives are completed

Skills





Ability to quickly develop a working familiarity with Pratt DT infrastructure and key support personnel and processes

Ability to partner with DT Tower leads for delivery relationships between services, applications network and other assets

Ability to quickly understand company’s business functions and geographies

Strong Knowledge of ITIL ITSM processes and implementation (ITIL Foundation certification required)

Very proficient with the ITSM tool

Technical analysis and problem-solving skills

Effective written and oral communication skills

Proficient organizational, time management, and follow up skills

Flexibility, drive, initiative and a proven ability to obtain timely and quality results

Demonstrated team orientation and carrying a positive attitude

Experience

Must possess a minimum of five years of experience in a similar role

Minimum of 5 years’ familiarity with a variety of infrastructure technologies in large-scale heterogeneous environments

Working in highly regulated environments

Experience with ITIL processes execution (Incident, Change, Problem, Event/Fault, etc.) in an IT Service Management ecosystem

B.S. or B.A. preferred, or equivalent work experience required

Other

Ability to work under Stressful situations and make the right decisions

Ability to work on different shifts

Sense of urgency





Effectively lead and manage the restoration of services with our technical teams & Service Providers

Self-Starter

Work Location: Canada (Quebec). The selected candidate is expected to work on-site 100% of the time.

DXC is an equal chance employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability. 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.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.

📌 Major Incident Management Sr. Analyst (Onsite Quebec) (Quebec City)
🏢 DXC Technology
📍 Quebec City