Senior Major Incident Manager — 24x7 Lead

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 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.