Job Title: Major Incident Manager
Job Location: Onsite- Mountain View, CA, USA
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
We are seeking an enterprise-seasoned Major Incident Manager with a dedicated focus on Moveworks-driven issues within the ServiceNow platform. This is a proactive, high-ownership role for someone who is constantly ahead of the noise — identifying risk before it escalates, leading the organization through high-impact incidents with clarity, and ensuring no user is left waiting due to a process gap that could have been closed. You will be the central coordination point for major incidents, working directly with ServiceNow teams, Moveworks integration owners, and technical service owners to drive rapid resolution and thorough root cause analysis.
Salary and Other Compensation:
The annual salary for this position is between $77,000 to $85,000 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.
In this role, you will
Major Incident Management & Escalation Response
Own all major incident escalations end-to-end — engage immediately, establish incident bridges, assign roles, and drive resolution in coordination with ServiceNow teams, Moveworks integration POCs, and service owners
Gather full incident context (impact scope, affected systems, business criticality, event timeline) within ServiceNow and maintain accurate, timely stakeholder communications throughout the lifecycle
Lead post-incident reviews (PIRs) to produce structured root cause analysis (RCA) documentation and track all corrective action items through to closure
ServiceNow Platform Oversight (Moveworks-Driven Issues)
Monitor ServiceNow incident and interaction queues for Moveworks-driven escalations, ensuring AI-generated or bot-escalated issues receive immediate human engagement and do not stall
Partner with ServiceNow and Moveworks integration POCs to tune escalation pathways, improve integration behavior, and identify automation gaps impacting incident flow
Analyze ServiceNow ticket data originating from Moveworks interactions to surface trends, failure points, and user experience friction
Queue Health & Proactive Escalation Prevention
Continuously monitor ServiceNow incident, request, and interaction queues — intervening on unassigned, stalled, or at-risk tickets, particularly those originating from Moveworks
Enforce queue hygiene standards: SLA adherence, assignment accuracy, priority alignment, and escalation criteria within ServiceNow; coordinate with service owners to address workload gaps
Build and maintain dashboards that provide real-time visibility into queue status, SLA performance, and escalation risk, including tracking of Moveworks-related incidents
Process Improvement & ITSM Governance
Define and continuously refine major incident procedures, escalation runbooks, and communication templates aligned with ITIL best practices, with specific consideration for ServiceNow workflows and Moveworks integration behavior
Manage a Problem Management pipeline from recurring incidents, including those originating from Moveworks interactions — ensuring root causes are tracked, known errors documented, and systemic issues resolved at scale
Analyze incident trends and escalation patterns within ServiceNow, translating data into actionable recommendations for IT leadership, including improvements to Moveworks-to-ServiceNow workflows
Stakeholder Communication & Leadership Engagement
Deliver clear executive-level communications during active incidents including business impact assessments, resolution timelines, and post-incident briefings, with clarity on Moveworks-related impact
Facilitate PIR meetings with senior leadership, presenting RCA findings and corrective action roadmaps; build strong relationships across ServiceNow teams, Moveworks stakeholders, and business units
What you’ll need to succeed (required skills)
7+ years in IT Service Management with 3+ years in a dedicated Major Incident Manager or equivalent role
Proven track record managing major incidents in large enterprise or Fortune 500 environments with complex, multi-team technology stacks
Hands-on experience with enterprise ITSM platforms (ServiceNow, Jira Service Management, or equivalent); Moveworks experience strongly preferred
Expert-level ITIL incident, problem, and change management knowledge — ITIL v4 certification strongly preferred
Strong RCA methodology skills; able to produce structured, evidence-based root cause analysis under time pressure
Natural leader under pressure — calm, decisive, and self-directed; does not wait to be told there is a problem
Exceptional communicator across executive, technical, and business audiences; experienced with dashboards, SLA metrics, and incident trend data
Familiarity with monitoring and observability tooling (Splunk, Datadog, PagerDuty, or equivalent) and enterprise SaaS/cloud environments
Preferred Skills
Experience with ServiceNow–Moveworks integration, escalation flows, or AI-assisted ITSM operations
ITIL v4 Managing Professional certification; ServiceNow advanced platform experience
Experience in 24/7 enterprise NOC or global IT operations; familiarity with SRE and blameless postmortem practices
Experience building or maturing a Major Incident Management function from the ground up
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
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
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 an onsite position requiring 5 days a week at a client location in Mountain View, CA, USA.
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.
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