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