Incident Manager

Cognizant; Singapore; Remote; SGD 120,000 - 160,000; Full time

Job summary

Cognizant in Singapore seeks a Major Incident Manager to own end-to-end management of production incidents (P1/P2), ensuring minimal business disruption and SLA adherence.

The role drives MTTR-focused resolution, chairs incident bridges with cross-region teams, and delivers regular governance reporting. Applicants should command ITIL-based ITSM and have strong communication and documentation skills.

Qualifications

• Experience in Major Incident Management within BFS or enterprise environments.
• Deep knowledge of ITIL-based ITSM processes including Incident, Change and Problem.
• Excellent written and verbal stakeholder communication skills.
• Experience handling 24x7 production support incidents.
• Strong documentation skills for incident logs, RCA and reporting.

Responsibilities

• Lead Major Incident Management (P1/P2) with full lifecycle ownership.
• Establish command-and-control to drive MTTR-focused resolutions.
• Chair Major Incident bridge / SWAT calls with cross-functional teams.
• Provide timely incident communications to business and IT stakeholders.
• Coordinate with Change Management during RCA for emergency changes.
• Produce incident governance dashboards and heatmaps.
• Oversee Post Incident Reviews and root cause tracking.

Skills

Major Incident Management

ITIL ITSM

Stakeholder communication

24x7 incident management

Incident logs RCA reporting

Tools

ServiceNow

HP Service Manager (HPSM)

Job description

The Major Incident Manager (MIM) is responsible for end-to-end management of significant production incidents (P1/P2) , ensuring minimal business disruption, strict SLA adherence, and effective stakeholder communication aligned to ITIL-based Major Incident Management practices.

Key Responsibilities

• Lead Major Incident Management (P1/P2) with complete ownership of the incident lifecycle.
• Establish command-and-control to drive MTTR-focused incident resolution.
• Initiate and chair Major Incident bridge / SWAT calls involving application, infrastructure, network, and vendor teams.
• Ensure accurate incident severity classification, escalation, and stakeholder communication.
• Provide initial, periodic (hourly), and closure communications to business and IT stakeholders.
• Perform EOD handover and manage cross-region incident ownership transitions where applicable.
• Drive Post Incident Reviews (PIR) and ensure Root Cause Analysis (RCA) / Problem Records are created and tracked.
• Produce weekly and monthly incident governance dashboards and heatmaps.
• Coordinate with Change Management for Emergency Changes identified during RCA.

SLA & Governance Expectations

• Acknowledge P1/P2 incidents within 30 minutes.
• Initiate bridge calls and engage stakeholders within 30 minutes.
• Provide hourly progress updates until resolution.
• Complete PIR within 24 hours and Problem Records within 48 hours.
• Adhere to Cognizant RTB and client-specific SLA requirements.

Tools & Environment

• ServiceNow / HP Service Manager (HPSM)
• Production incident tracking and governance reporting tools

Mandatory Skills & Experience

• Strong experience in Major Incident Management within BFS or enterprise environments.
• In-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).
• Excellent written and verbal stakeholder communication skills.
• Experience managing 24x7 production support incidents.
• Strong documentation skills for incident logs, RCA, and reporting.

Good to Have

• ITIL v3 / ITIL v4 Certification
• Banking / Financial Services production support experience
• Exposure to multi-vendor and multi-region delivery models

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