Job Title: Incident Manager
Job Location: Remote- Canada
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
We are seeking an experienced Incident Management Practice Lead to design, implement, and continuously enhance enterprise Incident Management capabilities across a complex technology landscape. The successful candidate will lead strategic initiatives to improve service reliability, operational resilience, and incident response effectiveness through the adoption of AI-driven insights, automation, AIOps, and ITIL-aligned service management practices.
This role requires deep expertise in ServiceNow, Incident Management, ITSM processes, observability, and cross-functional collaboration with Engineering, SRE, Operations, and Business stakeholders. The ideal candidate will drive transformational improvements that reduce service disruptions, improve customer experience, and strengthen overall operational excellence.
Salary and Other Compensation:
The annual salary for this position is between $85,000 to $100,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Key Responsibilities
Lead the design, implementation, and continuous maturation of the enterprise Incident Management practice across technology and business operations.
Establish and optimize end-to-end Incident Management processes within ServiceNow to improve operational efficiency, consistency, governance, and scalability.
Drive the adoption of AI-enabled incident management capabilities including AIOps, predictive analytics, intelligent alerting, and workflow automation.
Define and implement operational frameworks aligned with ITIL 4 standards and industry best practices for Incident, Problem, Change, and Knowledge Management.
Partner with Engineering, Site Reliability Engineering (SRE), Infrastructure, and Application teams to strengthen monitoring, observability, event management, and service reliability strategies.
Drive measurable reductions in recurring incidents through data-driven analysis, root cause identification, and proactive service improvement initiatives.
Develop and maintain executive dashboards, KPI frameworks, and performance metrics including MTTR, SLA/SLO compliance, incident trends, automation coverage, and incident prevention effectiveness.
Lead major incident governance activities, ensuring effective coordination, communication, escalation management, and rapid restoration of business-critical services.
Facilitate seamless integration between Incident Management and related ITSM functions to enable end-to-end service management and continuous operational improvement.
Provide strategic leadership for operational resilience initiatives by identifying opportunities for automation, process optimization, and enhanced service stability across the enterprise.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent experience will be considered.
Minimum 5+ years of experience in Incident Management, IT Operations, IT Service Management, or Operations Leadership roles.
Strong hands-on experience administering, configuring, and optimizing ServiceNow ITSM processes.
Deep knowledge of ITIL 4 principles and best practices.
Proven experience implementing AI-driven operational insights, automation, or AIOps solutions.
Experience working with observability platforms, monitoring solutions, event management tools, and distributed enterprise environments.
Strong understanding of Incident, Problem, Change, and Knowledge Management processes.
Demonstrated success driving operational transformations and continuous improvement programs.
Excellent stakeholder management, communication, and cross-functional collaboration skills.
Strong analytical and problem-solving capabilities with the ability to leverage operational metrics and AI-driven insights for decision-making
Preferred Qualifications
Experience implementing AIOps platforms and predictive analytics solutions.
Experience supporting healthcare or highly regulated enterprise environments.
ITIL Foundation or ITIL Managing Professional certification.
ServiceNow certifications.
Experience working with SRE practices and cloud-based operational environments.
Knowledge of SLA/SLO monitoring and service reliability engineering principles.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
Long-term/Short-term Disability
Paid Parental Leave
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a Remote Position in Canada.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
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。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
