Major Incident Commander for Production Resilience

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

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.