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Added 14 mins ago
LD
Food & Beverage Supervisor
LEGOLAND Discovery Centre
Vaughan, ON · Toronto, Ontario
- $21.5 CAD / hour
- Full-time
Supporting attraction-wide operations as a Manager on Duty
Added 14 mins ago
LD
Retail Team Lead
LEGOLAND Discovery Centre
Vaughan, ON · Toronto, Ontario
- $19.5 CAD / hour
- Full-time
Act as a Duty Manager when required, helping oversee the daily operation of the attraction.
Added 29 mins ago
SC
Bilingual Manager, Claims Contact Centre
Securian Canada
Toronto, ON
- $65,000 to $95,000 CAD / year
- Full-time
As Manager, Claims Contact Centre Operations, you will be responsible for leading the Claims Contact Centre team, driving individual and team performance, ensuring timely and accurate claim…
Added 58 mins ago
C
Associate Trade Marketing Manager (Contract)
CanPrev
Toronto, ON · North York, ON
- Full-time
This is a contract position of up to 2 years for an Associate Trade Marketing Manager to lead retail marketing initiatives across health food stores, online platforms and key accounts in…
Added 58 mins ago
AC
Events Operator I
Aramark Canada
Vermilion, AB
- $15 to $18 CAD / hour
- Internship
…supporting food service marketinginitiatives, increasing student engagement, and promoting dining programs and special offers. This role serves as aliaison between campus dining operations…
Added 58 mins ago
C
Assistant Store Manager
Claire's
Kelowna, BC
- $22 to $24 USD / hour
- Full-time
Customer Engagement & Experience: Every customer interaction is a chance to create a loyal shopper! Use your enthusiasm and product knowledge to provide personalized styling advice,…
Added 58 mins ago
TS
Program Manager Temporary
The Salvation Army Canada and Bermuda Territory
Kelowna, BC · Rutland · Okanagan Central Community Church - Rutland
- Full-time
The Temporary Programs Manager provides day-to-day operational oversight of Okanagan Central's Food Reclamation Program and Community Services Warehouse, while supporting the EDS Team Lead…
Added 1 hour ago
LC
Assistant Front Store Manager, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Toronto, ON
- Part-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…
Added 1 hour ago
S
In Store Bakery - Baker
Sobeys
Emerald Park, SK
- Full-time
Provide customers with friendly and professional service. Under the direction of the Bakery Manager, prepare baking products for customer purchases. Actively contribute to an environment of…
Added 1 hour ago
MC
Web Analytics & UI UX Analyst (36099)
Myticas Consulting
Ottawa, ON
- Contract
Monitor key website metrics, including page views, engagement, click paths, and conversion rates.
Added 1 hour ago
S
Produce - Manager Produce
Sobeys
Toronto, ON
- Full-time
The Produce Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 1 hour ago
In Store Bakery - Baker
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Emerald Park, SK
Provide customers with friendly and professional service. Under the direction of the Bakery Manager, prepare baking products for customer purchases. Actively contribute to an environment of…
Added 1 hour ago
L
Produce Department Manager - Full Time
Longo's
Toronto, ON
- Full-time
We are looking for a Produce Department Manager - Full Time who is passionate about food and enjoys working in a fast paced, team environment!
Added 1 hour ago
SS
Gestionnaire mondial du centre de services/Manager Service Desk
SITA Switzerland Sarl
Montreal, QC
- Full-time
The Global Service Desk Manager is accountable for the design, performance, governance and continuous improvement of the globally integrated Service Desk. The role owns incident…
Added 2 hours ago
SD
Assistant Front Store Manager, Hourly Full Time Day
Shoppers Drug Mart
North Vancouver, BC
- Full-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…
Added 3 hours ago
AC
Manager, Assurance and Accounting
ACCA Careers
Campbell River, BC
- Full-time
Make an impact with our Assurance & Accounting team as a Manager. This diverse team of professionals are dedicated to exceeding clients’ unique needs within a rapidly evolving business and…
Added 3 hours ago
CO
Growth Coordinator
City of Saint John
Saint John, NB
- Full-time
…of Saint John and under the direct supervision of the Growth Manager, the Growth Coordinator will be a champion for growth in Saint…
Added 3 hours ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 3 hours ago
AS
Senior Product Designer - Digital Banking & Financial Services (Canada)
Aequilibrium Software Inc.
Remote, Canada
- $70 to $100 CAD / hour
- Contract
- Remote
…Architects. On client teams, you may partner closely with a product manager and lead developer to align member needs with business priorities and technical…
Added 3 hours ago
SC
Sales Associate
Staples Canada
Chilliwack, BC
- Full-time
Deliver exceptional customer service and enhance customer engagement and satisfaction.
Added 4 hours ago
BC
Surgical Clinical Reviewer
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Operating Room, PACU and Day Surgery, the Surgical Clinical Reviewer’s (SCR) primary responsibility is to collect and submit reliable data to the American…
Added 4 hours ago
T
General Manager
TOULA
Toronto, ON
- Full-time
The General Manager (GM) role is a cornerstone position within our organization, pivotal in driving the success and growth of our practice. This high-profile role demands a comprehensive…
Added 4 hours ago
RS
HVAC Technician
Richmond School District No. 38
Richmond, BC
- Temporary
…an employer, we provide comprehensive growth, learning and engagement opportunities to the 2,300 committed professionals across the…
Added 4 hours ago
RS
Cabinet Maker/Joiner (Temporary)
Richmond School District No. 38
Richmond, BC
- Temporary
As an employer, we provide comprehensive growth, learning and engagement opportunities to the committed professionals across the district. We are currently looking for a temporary full-time…
Added 4 hours ago
SM
29954-RFR-DTS-071 – Project Manager
S M Software Solutions Inc
Winnipeg, MB
- Full-time
We are seeking an experienced Project Manager with a minimum of 10 years of experience managing Information Technology projects, along with a valid PMP or PRINCE2 Practitioner…

DXC Technology

Sr Analyst II Service Management (onsite Quebec)

QC, Canada
CAN QC Client Site (CSC Location), Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 9, 2026

Original job description

Job Description:

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 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

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.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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More about this job

Responsibilities

The Major Incident Management Analyst leads the resolution of major service disruptions by coordinating technical teams and service providers. They are responsible for maintaining incident documentation, ensuring timely communication, and driving continuous improvement processes to reduce service impact.

Requirements

Candidates must have at least five years of experience in a similar role within large-scale infrastructure environments. A strong knowledge of ITIL ITSM processes and an ITIL Foundation certification are required for this position.

Skills

Major Incident Management
ITIL
ITSM
Technical Analysis
Problem Solving
Communication
Incident Management
Change Management
Problem Management
Event Management
Infrastructure Technologies
Service Restoration
Stakeholder Management
Documentation
KPI Tracking
Command Center Operations

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Management
ITIL
ITSM
Command Center
Infrastructure
Service Restoration
AAR
RCA
P1 Tickets
P2 Tickets
KPI
Incident Management
Problem Management
Change Management
Event Management
Fault Management
Service Desk
Technical Support
Governance
Documentation
Stakeholder Management
Service Providers
Business Operations
Process Improvement
Time Management
Problem Solving
Communication Skills
IT Service Management
Service Level Management
24/7 Support

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