At a Glance
- Tasks: Lead major incident management and coordinate with teams to resolve critical issues.
- Company: Join DXC Technology, a leader in enterprise tech and innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Work onsite in Quebec with a focus on collaboration and community.
- Why this job: Make a real impact by solving major incidents and enhancing business operations.
- Qualifications: 5+ years in incident management and strong ITIL knowledge required.
The predicted salary is between 72000 - 88000 $ per year.
Key Responsibilities
- Acknowledge escalated Incident tickets from the Command Center team.
- Gather information from users who reported the problem.
- Contact the ServiceDesk to create a corresponding "child" ticket for P1 tickets affecting Business Operations.
- Review and confirm major incident classifications with business owners and support teams.
- Send major incident communications using standard MI templates every 30 minutes.
- Update Teams MI group chat with key problem information, impacts, decisions, attendance, etc.
- Define and confirm initial problem severity level and include/save in the problem ticket.
- Initiate and lead major incident bridge calls.
- Coordinate problems 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 users are not available to assist, pause the ticket until they become available.
- Once the 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 to ensure completion.
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 the 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.
- Experience 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.
Major Incident Management Sr. Analyst – Quebec in Québec employer: DXC Technology Company
At DXC Technology Canada, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. As a Remote Mainframe Network Specialist, you will benefit from comprehensive training programs and career advancement opportunities, all while enjoying the flexibility of remote work. Our commitment to employee well-being and professional growth makes us an exceptional employer in the tech industry.
