Major Incident Manager

Cognizant Softvision, LLC; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Cognizant Softvision, LLC is seeking an experienced Major Incident Manager to lead MIM processes and bridge-based incident resolution in a fast-paced environment. You will coordinate cross-functional teams, validate incidents, and drive escalation handling to minimize outages.

The role requires 8+ years in incident management, strong ITIL knowledge, and the ability to communicate effectively with engineers and executives. Join a global capability that values reliability and continual improvement.

Qualifications

• Bachelor's degree in IT/Engineering or related field.
• 8–15 years of experience in incident management or MIM.
• Experience leading incident bridges and cross-functional teams.

Responsibilities

• Create and drive MIM bridges until resolution.
• Validate incidents by business impact and urgency.
• Manage critical incidents to reduce outages and deliver service.
• Serve as primary client contact during outages.
• Provide regular updates to stakeholders during bridge calls.
• Develop and use playbooks for major incidents.
• Drive SLA/KPI achievement for Major Incidents.
• Capture chronology of events during triage calls.
• Communicate technical issues to engineers and executives.
• Support 24x7 coverage for Major Incidents.

Skills

ITIL

Jira Service Management

Stakeholder comms

Team management

Networking basics

OS basics

Cloud basics

Education

Bachelor's degree IT/Engineering

Tools

ITSM tools

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.
• Drive continual improvements.
• 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/

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