Major Incident Manager

Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing analytics and engineering applications security cloud IT outsourcing and modern workplace.

ABOUT THIS ROLE

The Major Incident Manager is responsible for leading the response to high-impact IT incidents (typically Priority 1 or Priority 2) ensuring rapid service restoration effective communication and minimal disruption to business operations.

WHAT YOU WILL DO:

Incident Leadership

• Lead and coordinate major incident response efforts across technical and business teams.
• Establish and manage war rooms or bridge calls during critical outages.
• Make real-time decisions to drive resolution and escalate when necessary.

Communication Management

• Serve as the central point of contact for all communications during major incidents.
• Provide timely updates to stakeholders including executives customers and support teams.
• Translate complex technical issues into clear actionable updates.

Technical Coordination

• Work closely with Technical Resolution Groups and appoint Technical Leads when needed.
• Ensure root cause analysis (RCA) and post-incident reviews (PIR) are conducted.
• Collaborate with Service Continuity Managers in disaster recovery scenarios.

Process Oversight

• Ensure incidents are logged categorized prioritized and resolved according to SLAs.
• Maintain accurate incident records and timelines.
• Drive continuous improvement in incident management processes.

Strategic Impact

• Analyze incident trends and recommend preventive measures.
• Contribute to service resilience planning and risk mitigation strategies.

WHO YOU ARE

• Excellent written and verbal communication skills with the ability to effectively interact with technical and non-technical stakeholders.
• Working knowledge of ServiceNow ticketing system and incident management processes.
• ITIL v4 certification required.
• Availability to work Monday through Friday 8:00 a.m. to 5:00 p.m. CT with participation in an on-call rotation as required.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

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. Were committed to fostering an inclusive environment where everyone can thrive.

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