Job Description:
Major Incident Co-Ordinator
Permanent - 5 Days on Site ( Near Reading)
DXC Technology is committed to building diverse and inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive and accessible environment for everyone.
At DXC Technology, we deliver mission-critical services that help our clients transform, modernise, and thrive in secure, complex environments. We are committed to innovation, inclusion, and a people-first culture that enables our teams to succeed and grow.
DXC Technology provides a broad range of services to customers across the globe. We specialise in identifying customer-specific requirements and delivering cost-effective, robust solutions. These range from field and fixed site delivery solutions through to technical services and application support. Our reputation for delivering outstanding IT support services is underpinned by a committed, highly trained workforce and continued investment in training and technology.
This breadth of capability, combined with an agile delivery model, fosters an environment of innovation and continuous service improvement, enabling our teams to remain at the forefront of modern IT service delivery.
Purpose of the Role
We are seeking a customer-focused and enthusiastic individual to join the Operations Bridge team, responsible for monitoring and managing major incidents across on-premise, offshore, and cloud-based infrastructure environments.
The Operations Bridge team plays a critical role as the central point of coordination during major incidents—leading, facilitating, and driving technical resources to resolve service outages as quickly as possible, while minimising business impact.
In addition to incident management, the team supports both proactive and reactive Problem Management activities, working to identify root causes and prevent recurring issues.
The successful candidate will demonstrate strong leadership capability, with experience managing a team of IT professionals and confidently engaging with stakeholders at senior levels. A solid understanding of enterprise IT services and technologies is desirable, alongside excellent communication and collaboration skills.
This role will also support a strategic transformation of the service model, requiring close alignment with leadership to implement new processes, drive agility, and enhance collaboration across teams. Delivery will align with Agile principles and ITIL Continuous Service Improvement methodologies.
Key Responsibilities
1. Lead and coordinate the Major Incident Management process, ensuring rapid service restoration within SLA targets
2. Act as the central point of contact during incidents, engaging vendors, SMEs, and resolver groups
3. Provide clear and timely communication to senior stakeholders, ensuring visibility of impact and progress
4. Conduct structured post-incident reviews, identifying learnings and improvement actions
5. Monitor critical business services, applications, and infrastructure, identifying trends and escalating risks
6. Build and maintain strong relationships with key customer stakeholders and IT leadership teams
7. Drive adherence to ITIL best practices and Service Management processes
8. Lead continuous improvement initiatives within the Major Incident function
9. Support Problem Management and End-to-End Incident Management activities
Key Behaviours
10. Strong understanding of critical IT services, business applications, and enterprise infrastructure
11. Commercial awareness and ability to understand customer priorities and pressures
12. Excellent communication skills, with the ability to adapt style to different audiences
13. Proven knowledge of Service Operations and Service Management processes
14. Flexible approach to working hours where required
Essential Skills & Qualifications
15. Experience with Service Desk support methodologies and tools
16. Strong written and verbal communication skills
17. Confident presentation skills
18. Excellent customer service focus
19. Strong organisational and planning skills with a methodical approach
20. Basic data analysis capability
Desirable Skills & Qualifications
21. Experience in Major Incident Management
22. Exposure to secure or highly regulated environments
23. Awareness of ITIL frameworks and best practices
24. Previous experience working in complex enterprise IT environments
Security & Working Requirements
25. This role requires working onsite at a secure location near Reading, Berkshire (UK)
26. No hybrid or remote working available
27. Candidates must be eligible for and hold MOD DV Clearance
28. No dual nationality permitted in line with clearance requirements
Additional Information & Benefits
29. Permanent, full-time role
30. Access to extensive training and professional development resources
31. Competitive benefits package including:Workplace pension schemeLife assurancePrivate medical coverHoliday insurance
The site benefits from on-site facilities including a restaurant, parking, and excellent public transport links.
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.