Senior Major Incident Manager — 24/7 Incident Bridge Lead

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 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