Major Incident Management Sr. Analyst (Onsite Qebec)

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 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 OperationsMIM to contact the ServiceDesk to create a corresponding "child" ticketReview and confirm major incident classifications with business owners and support teamsSend major incident communications using our standard MI templates every 30 minutesUpdate Teams MI group chat with key problem information/impacts/decisions/attendance, etcDefine/confirm initial problem severity level and include/save in problem ticketInitiate and lead major incident bridge callsCoordinate problem with technical teams/service providers and define action ownersDetermine if a work-around/temporary solution can be put in place to restore serviceProvide timely updates to GCC leadershipDocument in Teams Group chat, ITSM system and AAR the incident timeline and actions takenIf User(s) are not available to assist, MIM to "pause" ticket until they become availableOnce MI problem is resolved - update the INC ticket to "Resolved" statusFollow up with the support team to update the major incident ticket in the ITSM system with "Resolved" statusInform Technical/Service Owners that they have 5 days from "Resolved" status to update all their information in the ITSM systemSupport post-incident review activitiesSupport/Finalize the AAR/RCA process within 5 business days for a P1 and 10 business days for a P2Identify process gaps and recommend improvementsMaintain governance documentation and process updatesWork with support teams to meet our 4-hour target objective to resolve P1 major incidentsFollow up on all residual MI Tasks/Correctives are completedSkills:Ability to quickly develop a working familiarity with Pratt DT infrastructure and key support personnel and processesAbility to partner with DT Tower leads for delivery relationships between services, applications network and other assetsAbility to quickly understand company's business functions and geographiesStrong Knowledge of ITIL ITSM processes and implementation (ITIL Foundation certification required)Very proficient with the ITSM toolTechnical analysis and problem-solving skillsEffective written and oral communication skillsProficient organizational, time management, and follow up skillsFlexibility, drive, initiative and a proven ability to obtain timely and quality resultsDemonstrated team orientation and carrying a positive attitudeExperience:Must possess a minimum of five years of experience in a similar roleMinimum of 5 years' familiarity with a variety of infrastructure technologies in large-scale heterogeneous environmentsWorking in highly regulated environmentsExperience with ITIL processes execution (Incident, Change, Problem, Event/Fault, etc.) in an IT Service Management ecosystemB.S. or B.A. preferred, or equivalent work experience requiredOther:Ability to work under Stressful situations and make the right decisionsAbility to work on different shiftsSense of urgencyEffectively lead and manage the restoration of services with our technical teams & Service ProvidersSelf-StarterDXC 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.
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