The Major Incident Manager (MIM) is responsible for end-to-end management of significant production incidents (P1/P2) , ensuring minimal business disruption, strict SLA adherence, and effective stakeholder communication aligned to ITIL-based Major Incident Management practices.
Key Responsibilities
• Lead Major Incident Management (P1/P2) with complete ownership of the incident lifecycle.
• Establish command-and-control to drive MTTR-focused incident resolution.
• Initiate and chair Major Incident bridge / SWAT calls involving application, infrastructure, network, and vendor teams.
• Ensure accurate incident severity classification, escalation, and stakeholder communication.
• Provide initial, periodic (hourly), and closure communications to business and IT stakeholders.
• Perform EOD handover and manage cross-region incident ownership transitions where applicable.
• Drive Post Incident Reviews (PIR) and ensure Root Cause Analysis (RCA) / Problem Records are created and tracked.
• Produce weekly and monthly incident governance dashboards and heatmaps.
• Coordinate with Change Management for Emergency Changes identified during RCA.
SLA & Governance Expectations
• Acknowledge P1/P2 incidents within 30 minutes.
• Initiate bridge calls and engage stakeholders within 30 minutes.
• Provide hourly progress updates until resolution.
• Complete PIR within 24 hours and Problem Records within 48 hours.
• Adhere to Cognizant RTB and client-specific SLA requirements.
Tools & Environment
• ServiceNow / HP Service Manager (HPSM)
• Production incident tracking and governance reporting tools
Mandatory Skills & Experience
• Strong experience in Major Incident Management within BFS or enterprise environments.
• In-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).
• Excellent written and verbal stakeholder communication skills.
• Experience managing 24x7 production support incidents.
• Strong documentation skills for incident logs, RCA, and reporting.
Good to Have
• ITIL v3 / ITIL v4 Certification
• Banking / Financial Services production support experience
• Exposure to multi-vendor and multi-region delivery models
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About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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, provincial or local laws.
