Job Description: 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 of 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

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 di

📌 Major Incident Management Sr. Analyst (Winnipeg)
🏢 DXC Technology Morocco
📍 Winnipeg