Job Description:

Key Responsibilities Include:

• 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

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.

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