Major Incident Manager

PHET Enterprise Services (AP) Limited, Philippines Regional Operating Headquarters; Taguig; On-site; PHP 1,200,000 - 2,100,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Vacation Leave

Sick Leave

Maternity Leave

Paternity Leave

De-minimis Allowance

Training & Certification

Work Environment

Recognition & Bonus

Standby Pay

Retirement Program

Employee Assistance

Job summary

DXC Technology Philippines Taguig seeks a Back-Up Major Incident Manager to support Severity 1 and critical Severity 2 incidents when the primary MIM is unavailable. You will ensure continuity of command, drive rapid service restoration, and coordinate with Technical Recovery Teams and stakeholders across global IT operations.

The role requires strong ITIL incident management skills, ServiceNow familiarity, and the ability to lead cross-functional teams while maintaining precise incident

Qualifications

• Proficient in ITIL Incident and Major Incident Management processes.
• Experience with incident management tools (e.g., ServiceNow).
• Knowledge of infrastructure domains (network, server, cloud, database).

Responsibilities

• Own and manage Major Incidents (Severity 1.x) end-to-end in the absence of the primary MIM.
• Coordinate Technical Recovery Team and recovery actions to restore services quickly.
• Communicate incident status to stakeholders and maintain timely updates.
• Facilitate bridges and governance discussions with technical and management teams.
• Assign and oversee support roles and ensure escalation protocols are followed.
• Maintain real-time incident records and post-incident documentation.
• Lead post-incident reviews and contribute to continuous improvement.

Skills

ITIL Processes

ServiceNow

Infrastructure Knowledge

Job description

Job Description: Major Incident Manager DXC Technology Philippines Taguig, National Capital Region, Philippines (On-site) DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues and communities around the world. Accelerate your career and reimagine the possibilities with DXC! We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer’s entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace. 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.

Role Summary

The Back‑Up Major Incident Manager supports and assumes responsibility for managing Severity 1 and critical Severity 2 incidents when the primary Major Incident Manager (MIM) is unavailable. This role ensures continuity of command, rapid service restoration, and strict adherence to the CIBC Major Incident Process, minimizing business impact through effective coordination, communication, and execution.

Key Responsibilities

1. Major Incident Ownership & Management
   Take ownership of Major Incidents (Severity 1.x and applicable Severity 2.x) in the absence of the primary MIM
   Ensure incidents are managed end‑to‑end from detection through closure
   Validate severity classification, impact assessment, and escalation requirements
   Maintain focus on minimizing Mean Time to Restore (MTTR) through rapid decision‑making and execution
2. Technical Recovery Coordination
   Ensure appropriate Technical Recovery Team (TRT) is engaged and fully mobilized
   Facilitate investigation, diagnosis, and recovery/bypass activities
   Balance technical root cause analysis with urgency of service restoration
   Lead execution of approved recovery actions and technical plans
3. Incident Communication & Stakeholder Management
   Act as the central communication link between: Technical Recovery Teams, Management Bridge, Business and client stakeholders
   Prepare and validate all communication outputs including: Severity notifications, Heads‑up communications, Management bridge updates, RTOP‑aligned communications
   Ensure clarity, accuracy, and timeliness of incident updates
4. Bridge Management & Facilitation
   Serve as focal point for Technical and Management Bridges when required
   Coordinate bridge discussions, actions, and follow‑ups
   Present incident status, recovery options, and risks to leadership
   Ensure all bridge proceedings are documented and tracked
5. Role Coordination & Governance
   Assign and oversee key support roles: Communication Coordinator, Scribe (documentation lead)
   Ensure escalation protocols are followed per defined criteria
   Ensure Severity 1 notifications and leadership callouts are executed
6. Documentation & Compliance
   Ensure incident records are accurate, complete, and updated in real time
   Drive proper documentation of: Timeline of events, Recovery actions, Communication logs
   Ensure all closure requirements are met, including linkage to Problem Management
7. Incident Closure & Continuous Improvement
   Ensure proper closure of incidents with complete documentation
   Support post‑incident review and root cause analysis activities
   Identify opportunities to improve incident response, communication, and recovery efficiency

Key Accountabilities

• Timely activation and execution of the Major Incident Process
• Accurate and effective incident communications
• Rapid coordination and execution of recovery actions
• Compliance with ITIL and CIBC incident management standards
• High-quality incident documentation and audit readiness

Required Skills & Competencies

Technical & Functional

• Strong understanding of ITIL Incident & Major Incident Management processes
• Familiarity with incident management tools (e.g., ServiceNow)
• Knowledge of infrastructure domains (network, server, cloud, database)

Leadership & Behavioral

• Strong decision-making under pressure
• Excellent communication and stakeholder management
• Ability to lead cross-functional and virtual teams
• High sense of ownership, urgency, and accountability

Experience Requirements

• Experience in Incident or Major Incident Management within IT operations
• Exposure to managing high‑priority incidents in enterprise environments

Scope

Covers Severity 1.x Major Incidents and applicable Severity 2.x incidents. Operates across global, cross‑functional technical teams. Supports both technical bridge and management bridge activities.

What awaits you in DXC

• Health Insurance (HMO) for you and dependents upon hiring
• Life Insurance coverage from day 1 of employment
• 15 - 20 Days’ Vacation and 15 Days Sick Leave
• Expanded maternity leave up to 120 days and Maternity Benefits
• Expanded paternity leave up to 30 days
• Non-Taxable Allowance (De‑minimis)
• Company-sponsored trainings upskilling, and certification SMART First
• Working Arrangements Healthy and Encouraging Work Environment
• Recognition and Pay for Performance Culture
• Supplemental Pay (Standby/Shift)
• Retirement Program
• Employee Assistance Program

If you are motivated to deliver excellent results, want to grow your career and make a difference, come join us. We are DXC. 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.

Learn more on dxc.com.