Major Incident Manager

Cognizant; Manila; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

Cognizant is seeking an experienced Major Incident Manager in Manila to lead critical incident response across the enterprise. The role demands problem-solving, high energy, and a proactive approach to drive rapid restoration and clear communication with clients.

The ideal candidate has 8–15 years in MIM, hands-on ITIL and ITSM tooling, and can mentor teams. You will establish MIM processes, run 24x7 bridges, coordinate stakeholders, create playbooks, and deliver regular performance reports to

Qualifications

• Bachelor’s degree in IT, Engineering, or related field, or 3-year degree.
• 8–15 years of experience in Major Incident Management or equivalent.
• Experience establishing MIM processes and mentoring managers.
• Strong ITIL and ITSM tooling knowledge required.
• Excellent written and verbal communication; cross-functional collaboration.

Responsibilities

• Create and drive MIM bridges until incident resolution.
• Validate major/critical incidents by business impact and urgency.
• Manage critical incidents to reduce outages and ensure service.
• Serve as primary client contact during outages.
• Provide regular updates to stakeholders; assess changes.
• Create and use playbooks for MIM.
• Drive stakeholders to meet Major Incident SLA/KPIs.
• Capture chronology during high-priority triage calls.
• Notify stakeholders on incident progress.
• Frame technical issues clearly from engineers to executives.
• Support 24x7 coverage for P1 and critical P2s.
• Support root cause analysis and knowledge for future issues.
• Generate and publish reports to stakeholders.
• Participate in Service Performance Reviews with client and vendors.
• Analyze incident priorities and close improvements.
• Maintain risk register and coordinate with client until resolution.
• Interact across regional cross-functional teams.
• Raise awareness of Major Incident Management process.
• Prepare audits and ensure no NCs.

Skills

ITIL

Jira Service Management

MS Office

Communication

Team management

Networking

Operating Systems

Cloud

Education

Bachelor’s degree in IT/Engineering or related field

Tools

Jira Service Management

MS Office

Job description

Cognizant is looking for an experienced Major Incident Manager for our fast-growing business area. An ideal candidate, someone who is a problem-solver, idea-maker and a high-energy individual. If you meet our background requirements and are looking for an opportunity to be rewarded for your skills and expertise, this is an ideal opportunity for you!

Experience Level

Minimum 8 - 15 years of Experience

Job Description

Experience

• SA level 8 to 12 years exp on MIM Process and Preferable with L2 on one or two technologies support
• Having experience of Establishing MIM process for an organization and mentoring resources into full-time Major incident managers.

Responsibilities

• Create and drive/facilitate MIM bridges until the resolution.
• Validate the major/critical/sev-1/p-1 incidents based on the business impact and urgency parameters.
• Manage critical incidents with goal of reducing outage times and delivering world class service to the clients.
• Service as primary point of contact for clients during outages (in coordination and with support of Service/client managers)
• Provide regular updates to the stakeholders & team members joining bridge call. Also validate if any recent changes are the cause for high priority incidents in discussion.
• Create and use playbooks for SM.
• Drive stakeholders to achieve Major Incidents SLA/ KPIs
• To capture chronology of events (white boarding) during high-priority incidents triage calls.
• To send notifications to stakeholders on the progress of incidents from its occurrence to closure.
• Ability to frame and communicate technical issues to a broad constituency (engineers to executive level management)
• Perform hierarchical and functional escalations as needed.
• To support 24x7 coverage for Major Incidents (P1 & critical P2’s).
• Extend the bridge call to gather the required information for problem management. Drive the root cause analysis and help organization apply these learnings to avoid having other critical issues in future.
• Generate and publish required reports(daily/weekly/monthly/quarterly) to stakeholders.
• Participate in all Service Performance Reviews (SPR) internally, vendors/service providers and with the client.
• Analyze all priorities of incidents, identify improvement opportunities, and drive them to the closure.
• Maintain risk register for open/known issues and work with client stakeholders until the resolutions of these risks.
• Having a good understanding of different cultures and business practices across the region in essential to interact with other cross functional team members.
• Create awareness among technical representatives on Major incident management process.
• Prepare well and support internal, external and client audits and make sure that we do not get NCs (Major and minor).

Skills: ITIL, Jira Service Management/any other ITSM tool/MS-Office/communication both written and verbal, team management, foundation knowledge on at least 3 technical towers like Networking, OS, Cloud

• Qualification: bachelor’s degree in information technology, Engineering or related field or 3 yrs. degree

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us https://twitter.com/Cognizant/