Sr Analyst II Service Management (Onsite Quebec Location)

1102 CSC Canada; Quebec; On-site; CAD 90,000 - 120,000; Full time

Job summary

DXC Technology is seeking a Major Incident Management Analyst to lead critical P1/P2 incidents globally from detection to resolution. The role emphasizes strict adherence to ITIL processes, coordination with DT teams and third‑party providers, and timely comms to leadership and stakeholders.

The ideal candidate will drive post‑incident reviews, improve governance, and push for continuous process enhancements to reduce duration, frequency, and impact of service disruptions across 160+ locations.

Qualifications

• Minimum five years of experience in a similar major incident/ICT service management role.
• Strong understanding of ITIL processes and incident/change/problem/event management.
• Proven ability to lead cross‑functional teams and communicate effectively under pressure.

Responsibilities

• Lead Major DT incidents from detection to resolution with cross‑functional teams.
• Coordinate bridge calls, engage technical teams and third‑party providers, and manage stakeholder communications.
• Document timelines, actions, and outcomes in ITSM and AAR/RCA reports.
• Identify process gaps and drive continuous improvement to reduce incident duration and impact.

Skills

ITIL ITSM

Incident Management

Communication

Problem Solving

Team Leadership

Stress Management

Education

Bachelor's degree

Tools

ITSM Tool

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 great 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

• 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
• In case 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 opportunity 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.