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Added 2 mins ago
FR
General Manager - Dairy Farmers of Nova Scotia
Facet Recruitment
Truro, NS
- $130,000 to $150,000 CAD / year
- Full-time
Reporting to the Board, you will lead strategy and day-to-day operations, financial management, regulatory oversight and industry relations. You will develop an engaged team of six…
Added 2 mins ago
D
Manager
Desjardins
Montreal, QC · Complexe Desjardins Montréal
- Full-time
Establish management and communication practices that support change management, talent attraction and retention, skills development, employee engagement, and diversity in keeping with…
Added 2 mins ago
C
Sr. Consultant, Business Effectiveness
CIBC
Toronto, ON
- Full-time
…enhance scorecards for roles such as Mortgage Advisor, Area Sales Manager, and Regional Director, while providing analysis related to targets, commissions, and channel performance. You'll…
Added 2 mins ago
B
Business Development Specialist, BMO Insurance
BMO
Toronto, ON · YNG
- Full-time
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite,…
Added 2 mins ago
IF
Finance Application Specialist - Oracle Fusion
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Toronto, ON · Montreal, QC
- Full-time
…living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial…
Added 18 mins ago
USA Payroll Specialist
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Balance payroll prior to final management review
Added 33 mins ago
PR
Physician Assistant
Peterborough Regional Health Centre
Peterborough, ON
- Temporary
…Department. Administrative support for scheduling, attendance management, payroll, and human resource processes is provided by the Emergency Department Manager. The position works…
Added 33 mins ago
NH
Senior Project Manager
Niagara Health
St. Catharines, ON
- Temporary
The ePMO team is seeking a highly effective and results-driven Senior Project Manager with deep expertise in project and change management. This individual thrives in fast-paced, evolving…
Added 33 mins ago
UF
Associate Director, Stewardship
UHN Foundation
Toronto, ON
- Contract
…Healthcare Centre. Our donor community is UHNITED to help us change the status quo of healthcare – helping recruit and train the brightest medical minds from around the world, develop new…
Added 33 mins ago
MU
Gestionnaire de projets stratégiques – Transformation organisationnelle/Strategic Project Manager – Organizational Transformation
McGill University
Montreal, QC
- $92,150 to $138,150 CAD / year
- Full-time
Turn strategic ambitions into tangible, sustainable results while ensuring effective management of resources, timelines, risks, and deliverable quality.
Added 33 mins ago
SE
Senior Project Manager
Stellarex Energy
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Stellarex Energy is seeking an experienced, highly structured Project Manager to lead the operational execution and baseline delivery of our prototype stellarator facility in the Greater…
Added 33 mins ago
KS
Project Manager
Kumaran Systems
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Strong background in change request management
Added 33 mins ago
G
Cost Assurance Specialist/ Cost Manager
Gleeds
Toronto, ON
- Full-time
We are seeking a Cost Assurance Specialist/Cost Manager to support one of our major infrastructure projects in Canada. This role will provide commercial, financial, cost management and cost…
Added 33 mins ago
Social Worker 2 (Bilingual) - AMANI: Mental Health and Substance Use Services for Black Youth
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…(Bilingual) to join the team. This position will report to the senior manager of Child, Youth and Family Services (CYFS) and work collaboratively with other clinical services within the…
Added 33 mins ago
Senior Manager, Project Integration- MC2
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The Senior Manager, Project Integration is the senior technical point of contact for an assigned modification project, inside the company and outside it. The position works alongside the…
Added 33 mins ago
Manager - Strategic Sales Initiatives
Enercare
Markham, ON
…capacity to land complex projects, challenges, opportunities, and change to the broader sales organization successfully. The role reports to the Canadian Sr. Manager of Sales Performance…
Added 33 mins ago
B
Bilingual Customer Service Representative
BMO
Dollard-Des Ormeaux, QC
- Part-time
Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
Added 48 mins ago
T
Senior Manager, North American Marketing Strategic Initiatives
TD
Toronto, ON
- Full-time
…speed. The team integrates strategic planning, performance management, operational governance, colleague enablement and cross-functional execution to advance Marketing priorities across…
Added 1 hour ago
WC
(CAN) Customer Service Manager
Walmart Canada
Brampton, ON
- $15 CAD / hour
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 1 hour ago
LA
Director of Operations
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- $150,000 to $180,000 CAD / year
- Full-time
Oversees daily operations to ensure the meeting of agreed Company objectives with respect to sales, on-time delivery, EBIT, CAPEX, CIP/LEAP, Inventory Management, Safety, and Quality.
Added 1 hour ago
B
Financial Analyst (MHLH)
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Ottawa, ON · CAN - Ottawa, Canada
- Full-time
This position is primarily on-site at our Ottawa office; however, Boeing values flexibility and the hiring manager may consider enabling telework or virtual work arrangements on a…
Added 1 hour ago
Cisco Partner Alliance Manager
Computacenter AG & Co. oHG
Toronto, ON · Markham/Toronto, ON
The Partner Alliance Manager will report to the and will be responsible for managing business-to-business relationship with assigned partners and vendors. Individual will manage product…
Added 1 hour ago
Manager Geology
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Red Lake, ON
The Manager Geology is a new role, responsible for providing strategic leadership and direction to the Geology function at Red Lake Operations, ensuring the safe, efficient, and sustainable…
Added 1 hour ago
T
Leader de site Qualité/ Quality Site Lead
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Mirabel, QC
- Full-time
Added 1 hour ago
M
Engineering Manager, Satellite Mission
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…dream big and push boundaries on the ground and in the stars to change the world for the better, we’ll take you…

DXC Technology

Sr Analyst II Service Management (Onsite Quebec Location)

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
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.

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

Lead major incident resolution activities by engaging technical teams and service providers to restore services within target objectives. Maintain and improve service management processes, documentation, and reporting while ensuring effective communication during service disruptions.

Requirements

Requires a minimum of five years of experience in a similar role and strong knowledge of ITIL ITSM processes. Candidates must possess a bachelor's degree or equivalent experience and be capable of working in a 24/7 support environment.

Skills

Major Incident Management
ITIL
ITSM
Problem Solving
Technical Analysis
Communication
Incident Management
Change Management
Event Management
Fault Management
Infrastructure Technologies
Service Restoration
Stakeholder Management
Process Improvement
Documentation
Time Management

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Management
ITIL
ITSM
Incident Management
Problem Management
Change Management
Event Management
Fault Management
Command Center
Service Restoration
Infrastructure
AAR
RCA
KPI
ServiceDesk
Technical Support
Governance
Process Improvement
Documentation
Communication
Time Management
Problem Solving
Service Providers
Business Operations
IT Service Management

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