Remote Incident Management Lead: AI, AIOps & ITIL (ServiceNow)

Cognizant; Halifax; Remote; CAD 85,000 - 100,000; Full time

Benefits offered by this job

Insurance

Paid time off

Disability

Parental leave

Job summary

Cognizant is seeking an experienced Incident Management Practice Lead to design, implement, and enhance enterprise Incident Management capabilities across a complex technology landscape. You will lead strategic initiatives to improve service reliability, operational resilience, and incident response effectiveness through AI-driven insights, automation, AIOps, and ITIL-aligned service management practices.

Based in Canada and remote, you will collaborate with Engineering, SRE, Operations, and

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field or equivalent experience.
• 5+ years in Incident Management, IT Operations, ITSM, or Operations Leadership.
• Hands-on with ServiceNow ITSM configurations and optimization.
• Deep ITIL v4 knowledge and best practices.
• Experience implementing AI-driven insights, automation, or AIOps.
• Experience with observability platforms and distributed environments.
• Strong stakeholder management and cross-functional collaboration.
• Analytical and problem-solving skills using operational metrics and AI insights.

Responsibilities

• Lead design, implementation, and maturation of enterprise Incident Management across technology and business operations.
• Develop and optimize end-to-end Incident Management processes in ServiceNow.
• Drive AI-enabled incident management with AIOps, predictive analytics, and automation.
• Align operational frameworks with ITIL 4 standards for Incident/Problem/Change/Knowledge Management.
• Collaborate with Engineering, SRE, Infrastructure, and Applications teams to strengthen monitoring and service reliability.
• Reduce recurring incidents through data-driven analysis and proactive improvements.
• Create executive dashboards and KPIs including MTTR, SLA/SLO, incident trends, and automation coverage.
• Lead major incident governance and ensure rapid restoration of critical services.
• Coordinate between Incident Management and other ITSM functions for end-to-end improvement.
• Provide leadership for operational resilience through automation opportunities.

Skills

Stakeholder management

Communication

Analytical thinking

Cross-functional collaboration

Problem-solving

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow ITSM

Observability/Monitoring

Job description

Cognizant is seeking an experienced Incident Management Practice Lead to design, implement, and enhance enterprise Incident Management capabilities across a complex technology landscape. You will lead strategic initiatives to improve service reliability, operational resilience, and incident response effectiveness through AI-driven insights, automation, AIOps, and ITIL-aligned service management practices.

Based in Canada and remote, you will collaborate with Engineering, SRE, Operations, and