Senior Major Incident Manager - On-Site Quebec

1102 CSC Canada; Quebec; Sur place; CAD 90 000 - 120 000; Plein temps

Résumé du poste

DXC Technology is seeking a Senior Major Incident Manager to lead P1/P2 incident responses across the Canada region, coordinating with Command Center, ServiceDesk and technical teams. Responsibilities include MI communications, incident timelines, and post-incident reviews.

The role requires deep ITSM experience, ITIL certification, and ability to operate in stressful environments. On-site work in Canada (Quebec) with strong stakeholder engagement and governance duties.

Qualifications

• Strong ITIL ITSM knowledge and practical implementation experience.
• Experience with ITIL processes (Incident, Change, Problem, Event) in an ITSM ecosystem.
• Proven ability to analyze technical issues and provide actionable solutions.

Responsabilités

• 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

Connaissances

ITIL ITSM

ITSM tools

Technical analysis

Written communication

Oral communication

Organizational skills

Time management

Team oriented

Outils

ITSM tool

Description du poste

DXC Technology is seeking a Senior Major Incident Manager to lead P1/P2 incident responses across the Canada region, coordinating with Command Center, ServiceDesk and technical teams. Responsibilities include MI communications, incident timelines, and post-incident reviews.

The role requires deep ITSM experience, ITIL certification, and ability to operate in stressful environments. On-site work in Canada (Quebec) with strong stakeholder engagement and governance duties.