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Major Incident Manager

00070851811

Cognizant is looking for an experienced Sr. Major Incident Manager for our fast-growing business area. An ideal candidate, someone who is a problem-solver, idea-maker and a high-energy individual. If you meet our background requirements and are looking for an opportunity to be rewarded for your skills and expertise, this is an ideal opportunity for you!

Experience Level: Minimum 7 - 16 years of Experience


Job Description:

Job Summary
Experience:

· SA level 8 to 12 years exp on MIM Process and Preferable with L2 on one or two technologies support

· Having experience of Establishing MIM process for an organization and mentoring resources into full-time Major incident managers.

Responsibilities:

  1. Create and drive/facilitate MIM bridges until the resolution.
  2. Validate the major/critical/sev-1/p-1 incidents based on the business impact and urgency parameters.
  3. Manage critical incidents with goal of reducing outage times and delivering world class service to the clients.
  4. Service as primary point of contact for clients during outages (in coordination and with support of Service/client managers)
  5. Provide regular updates to the stakeholders & team members joining bridge call. Also validate if any recent changes are the cause for high priority incidents in discussion.
  6. Create and use playbooks for SM.
  7. Drive stakeholders to achieve Major Incidents SLA/ KPIs
  8. To capture chronology of events (white boarding) during high-priority incidents triage calls.
  9. To send notifications to stakeholders on the progress of incidents from its occurrence to closure.
  10. Ability to frame and communicate technical issues to a broad constituency (engineers to executive level management)
  11. Perform hierarchical and functional escalations as needed.
  12. To support 24x7 coverage for Major Incidents (P1 & critical P2’s).
  13. Extend the bridge call to gather the required information for problem management. Drive the root cause analysis and help organization apply these learnings to avoid having other critical issues in future.
  14. Drive continual improvements.
  15. Generate and publish required reports(daily/weekly/monthly/quarterly) to stakeholders.
  16. Participate in all Service Performance Reviews (SPR) internally, vendors/service providers and with the client.
  17. Analyze all priorities of incidents, identify improvement opportunities, and drive them to the closure.
  18. Maintain risk register for open/known issues and work with client stakeholders until the resolutions of these risks.
  19. Having a good understanding of different cultures and business practices across the region in essential to interact with other cross functional team members.
  20. Create awareness among technical representatives on Major incident management process.
  21. Prepare well and support internal, external and client audits and make sure that we do not get NCs (Major and minor).

Skills: ITIL, Jira Service Management/any other ITSM tool/MS-Office/communication both written and verbal, team management, foundation knowledge on at least 3 technical towers like Networking, OS, Cloud

Qualification: bachelor’s degree in information technology, Engineering or related field or 3 yrs. degree

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us https://twitter.com/Cognizant/

The protection of your personal data is important to us. Before you proceed with your application please carefully read Cognizant's Privacy Notice to understand what personal data we collect when you apply, what we do with your data, and what rights you have. [ Link of Cognizant's Data Privacy - Link to Cognizant's Privacy Notice: cognizant.com/en_us/general/documents/Cognizant_Candidate_Privacy_Notice.pdf ]

I hereby confirm that I have read and understood Cognizant's Candidate Privacy Notice. I am also giving consent to the processing of my personal data for the purposes outlined in the notice. I acknowledge, that I have read, understood, and have given my consent to the terms stated on the Candidate's Privacy Notice, including those related to sharing of my personal information with third parties and to cross-border transfer of such personal information.

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。

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