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.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
