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Added 1 hour ago
GD
COMBO - Co-Manager - Tsawwassen Mills
Groupe Dynamite, Inc Garage
Tsawwassen, BC
- Full-time
Social Media Skills, Mobile Device Skills, Microsoft Office (Outlook, Word, Excel) or Open-Office
Added 1 hour ago
GD
COMBO - Team Leader PT - Tsawwassen Mills
Groupe Dynamite, Inc Garage
Tsawwassen, BC
- Part-time
Social Media Skills, knowledge of Mobile Devices Skills and Computer skills are an asset
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COMBO - Operations Assistant Manager - Tsawwassen Mills
Groupe Dynamite, Inc Garage
Tsawwassen, BC
- Full-time
Social Media Skills, Mobile Device Skills, Microsoft Office (Outlook, Word, Excel) or Open-Office
Added 1 hour ago
GD
COMBO - Team Leader FT - Tsawwassen Mills
Groupe Dynamite, Inc Garage
Tsawwassen, BC
- Part-time
Social Media Skills, knowledge of Mobile Devices Skills and Computer skills are an asset
Added 1 hour ago
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GARAGE - Seasonal Sales Associate - Pacific Centre
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- Part-time
Extra points if you’re social media savvy and know how to keep the aesthetic strong.
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Climate Change and Planetary Health Lead
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BC · Tri-Cities / Coquitlam / Port Coquitlam / Port Moody, British Columbia
- Full-time
…and policy recommendations. Supports Fraser Health’s web and social media…
Added 2 hours ago
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Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
Added 3 hours ago
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Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
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Assistant Park Manager
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- Full-time
The Assistant Park Manager plays a vital role in supporting the Park Manager and is actively developed through hands-on experience and mentorship to prepare for future leadership…
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Assistant Park Manager
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Victoria, BC
- Full-time
The Assistant Park Manager plays a vital role in supporting the Park Manager and is actively developed through hands-on experience and mentorship to prepare for future leadership…
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TikTok Commerce - Creator Manager
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…scaled creator/user/partners growth or mixed experience in social media platform side, brand side, and creator agency…
Added 7 hours ago
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Customer Experience Leader
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St. Catharines, ON
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…customer events, author signings, consignment programs, and store social media…
Added 8 hours ago
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Customer Experience Leader
Indigo
St. Catharines, ON
- Part-time
…customer events, author signings, consignment programs, and store social media…
Added 9 hours ago
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Part-Time Manager
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Kelowna, BC
- $18 USD / hour
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Added 10 hours ago
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Social Media & Community Manager
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Toronto, ON
- Full-time
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Content Strategist
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- Full-time
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- Promote the store on social media to grow the business.
Added 14 hours ago
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Marketing & Communications Specialist
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…compelling content and manages campaign delivery across email, social media, web and other channels. The role also provides communications support and coverage across broader organizational…
Added 14 hours ago
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Added 15 hours ago
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DYNAMITE - Sales Assistant Manager - Place Rosemere
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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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