Major Incident Manager

Job Description:

Major Incident Manager

DXC Technology Philippines Taguig, National Capital Region, Philippines (On-site)

DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues and communities around the world. 

Accelerate your career and reimagine the possibilities with DXC! 

We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer’s entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace. 

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. #DXCSMARTFirst 

Role Summary

The Back‑Up Major Incident Manager supports and assumes responsibility for managing Severity 1 and critical Severity 2 incidents when the primary Major Incident Manager (MIM) is unavailable. This role ensures continuity of command, rapid service restoration, and strict adherence to the CIBC Major Incident Process, minimizing business impact through effective coordination, communication, and execution.

Key Responsibilities

1. Major Incident Ownership & Management

• Take ownership of Major Incidents (Severity 1.x and applicable Severity 2.x) in the absence of the primary MIM
• Ensure incidents are managed end‑to‑end from detection through closure
• Validate severity classification, impact assessment, and escalation requirements
• Maintain focus on minimizing Mean Time to Restore (MTTR) through rapid decision-making and execution

2. Technical Recovery Coordination

• Ensure appropriate Technical Recovery Team (TRT) is engaged and fully mobilized
• Facilitate investigation, diagnosis, and recovery/bypass activities
• Balance technical root cause analysis with urgency of service restoration
• Lead execution of approved recovery actions and technical plans

3. Incident Communication & Stakeholder Management

• Act as the central communication link between:
  • Technical Recovery Teams
  • Management Bridge
  • Business and client stakeholders
• Prepare and validate all communication outputs including:
  • Severity notifications
  • Heads‑up communications
  • Management bridge updates
  • RTOP-aligned communications
• Ensure clarity, accuracy, and timeliness of incident updates

4. Bridge Management & Facilitation

• Serve as focal point for Technical and Management Bridges when required
• Coordinate bridge discussions, actions, and follow-ups
• Present incident status, recovery options, and risks to leadership
• Ensure all bridge proceedings are documented and tracked

5. Role Coordination & Governance

• Assign and oversee key support roles:
  • Communication Coordinator
  • Scribe (documentation lead)
• Ensure escalation protocols are followed per defined criteria
• Ensure Severity 1 notifications and leadership callouts are executed

6. Documentation & Compliance

• Ensure incident records are accurate, complete, and updated in real time
• Drive proper documentation of:
  • Timeline of events
  • Recovery actions
  • Communication logs
• Ensure all closure requirements are met, including linkage to Problem Management

7. Incident Closure & Continuous Improvement

• Ensure proper closure of incidents with complete documentation
• Support post-incident review and root cause analysis activities
• Identify opportunities to improve incident response, communication, and recovery efficiency

Key Accountabilities

• Timely activation and execution of the Major Incident Process
• Accurate and effective incident communications
• Rapid coordination and execution of recovery actions
• Compliance with ITIL and CIBC incident management standards
• High-quality incident documentation and audit readiness

Required Skills & Competencies

Technical & Functional

• Strong understanding of ITIL Incident & Major Incident Management processes
• Familiarity with incident management tools (e.g., ServiceNow)
• Knowledge of infrastructure domains (network, server, cloud, database)

Leadership & Behavioral

• Strong decision-making under pressure
• Excellent communication and stakeholder management
• Ability to lead cross-functional and virtual teams
• High sense of ownership, urgency, and accountability

Experience Requirements

• Experience in Incident or Major Incident Management within IT operations
• Exposure to managing high-priority incidents in enterprise environments

Success Measures

• Effective handling of incidents during MIM absence
• Reduction in service downtime and business impact
• Timeliness and quality of incident communications
• Accuracy and completeness of incident documentation
• Stakeholder confidence and satisfaction during incidents

Scope

• Covers Severity 1.x Major Incidents and applicable Severity 2.x incidents
• Operates across global, cross-functional technical teams

Supports both technical bridge and management bridge activities

What awaits you in DXC: 

• • Health Insurance (HMO) for you and dependents upon hiring 
  • Life Insurance coverage from day 1 of employment 
  • 15 - 20 Days’ Vacation and 15 Days Sick Leave 
  • Expanded maternity leave up to 120 days and Maternity Benefits 
  • Expanded paternity leave up to 30 days 
  • Non-Taxable Allowance (De-minimis) 
  • Company-sponsored trainings upskilling, and certification 
  • SMART First Working Arrangements 
  • Healthy and Encouraging Work Environment 
  • Recognition and Pay for Performance Culture 
  • Supplemental Pay (Standby/Shift) 
  • Retirement Program 

Employee Assistance Program 

If you are motivated to deliver excellent results, want to grow your career and make a difference, come join us.   

We are DXC. 

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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