About Cognizant
Cognizant is a global leader in technology and consulting services, dedicated to helping businesses transform, innovate, and deliver exceptional experiences. We are committed to fostering a diverse and inclusive workplace where every employee can thrive and grow.
Job Description
We are seeking a highly motivated and experienced Incident Manager to join our growing Service Operations team. This is a critical role responsible for leading Incident and Major Incident Management activities across enterprise infrastructure and end-user services.
As an Incident Manager, you will take ownership of service restoration during high-impact incidents, coordinate technical teams across multiple towers, drive stakeholder communication, and ensure SLA compliance. You will work closely with Service Operations, Infrastructure, Cloud, Security, Application Support, Change Management, and Problem Management teams to deliver operational excellence and continuous service improvement.
If you thrive in fast-paced environments, enjoy coordinating complex situations, and are passionate about delivering outstanding service outcomes, we would love to hear from you.
Key Responsibilities
Own and govern the end-to-end Incident Management process in alignment with ITIL best practices and customer governance requirements.
Lead Major Incident (P1/P2) bridge calls, coordinate resolver groups, technical teams, suppliers, and OEM vendors to restore services within agreed SLAs.
Drive incident prioritization, escalation management, stakeholder communication, and service restoration activities across infrastructure, cloud, security, network, EUC, and application support teams.
Facilitate war-room management, executive communications, customer updates, business impact assessments, and critical incident governance activities.
Coordinate with Problem Management teams to drive Root Cause Analysis (RCA), preventive actions, and continual service improvement initiatives.
Produce governance reports covering MTTR, SLA adherence, incident trends, recurring issues, and service improvement opportunities.
Support Change and Release Management processes by assessing incident risks and emergency changes.
Maintain operational documentation, runbooks, SOPs, knowledge articles, and communication templates.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field.
Demonstrated experience in Incident Management, Major Incident Management, Service Operations, or IT Service Management environments.
Experience working in enterprise-scale, multi-tower support organizations.
Strong understanding of ITIL processes, incident governance, and operational service delivery.
Skills and Experience
Hands-on experience with ITIL Incident, Major Incident, and Problem Management processes.
Experience using ServiceNow ITSM or equivalent IT Service Management platforms.
Strong knowledge of SLA, KPI, MTTR reporting, governance, and service performance management.
Excellent stakeholder management, executive communication, facilitation, and conflict-resolution skills.
Experience coordinating infrastructure, cloud, network, security, EUC, and application support teams.
Strong analytical and decision-making skills with the ability to perform effectively under pressure.
Experience driving Root Cause Analysis (RCA), service improvement initiatives, and operational excellence programs.
Knowledge of Change Management, Release Management, and CAB processes.
Preferred Certifications
ITIL Foundation or ITIL Managing Professional certification.
ServiceNow ITSM Certification.
Certified Major Incident Manager certification.
Project Management or Service Management certification.
Why Join Us
Competitive salary and benefits package.
Opportunities for professional growth, certification support, and career development.
Work with global teams supporting mission-critical enterprise environments.
Collaborative, innovative, and inclusive workplace culture.
Exposure to complex enterprise technologies and operational excellence initiatives.
Opportunity to make a direct impact on customer experience and service reliability.
How to Apply
Interested candidates are encouraged to apply through the Cognizant internal careers portal or the designated recruitment channel.
Equal Opportunity Employer
Cognizant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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