Senior Remote Major Incident Manager

Cognizant; Des Moines (IA); Remote; USD 79,000 - 92,000; Full time

Job summary

Cognizant is seeking an experienced Major Incident Manager (MIM) to lead end-to-end management of critical production incidents in a large Infrastructure Managed Services environment. The role focuses on rapid service restoration, cross-functional coordination, and stakeholder communication to sustain SLA compliance during outages.

The position requires 5+ years in IT operations with ITSM expertise; remote work is offered with authorized US work eligibility.

Qualifications

• Minimum 5 years in IT operations or infrastructure support.
• Hands-on Major Incident Management in enterprise environments.
• Strong ITSM discipline knowledge: Incident, Problem, Change, SLA.
• Familiar with cloud and data center technologies.

Responsibilities

• Lead lifecycle of P1 and P2 incidents from detection to closure.
• Coordinate incident bridge calls and cross-team actions.
• Drive rapid service restoration with SLA adherence.
• Serve as primary customer and stakeholder contact during major incidents.
• Provide regular status updates and executive communications.
• Document MIRs and RCA actions.
• Track corrective actions and support problem management.
• Analyze trends and recommend improvements.
• Prepare operational reports on SLA, MTTA, MTRS, and risks.

Skills

Incident management

ITSM

ITIL

Stakeholder management

Crisis management

Tools

ServiceNow

Jira Service Management

Microsoft Teams

Power BI

Excel Reporting

Job description

Cognizant is seeking an experienced Major Incident Manager (MIM) to lead end-to-end management of critical production incidents in a large Infrastructure Managed Services environment. The role focuses on rapid service restoration, cross-functional coordination, and stakeholder communication to sustain SLA compliance during outages.

The position requires 5+ years in IT operations with ITSM expertise; remote work is offered with authorized US work eligibility.