Major Incident Manager

Cognizant is seeking an experienced Major Incident Manager (MIM) to lead the end-to-end management of critical production incidents across a large-scale Infrastructure Managed Services environment. This role is responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and maintaining SLA compliance during business-critical outages. The Major Incident Manager serves as the command center for high-priority incidents and plays a key role in continual service improvement and operational excellence.

Applicants must be authorized to work in the US. Cognizant will not offer visa sponsorship now or anytime in the future. This is a remote role.

Key Responsibilities

• Manage the lifecycle of P1 and P2 incidents from identification through closure.
• Lead incident bridge calls and coordinate technical teams during critical service disruptions.
• Drive timely service restoration while ensuring SLA adherence.
• Act as the primary point of contact for customers, stakeholders, leadership teams, and vendors during major incidents.
• Provide regular status updates, incident notifications, and executive communications.
• Monitor incident metrics, escalation paths, and governance compliance aligned with ITIL best practices.
• Conduct Major Incident Reviews (MIRs) and facilitate Root Cause Analysis (RCA) activities.
• Track corrective and preventive actions to closure and support Problem Management initiatives.
• Analyze incident trends and recommend process, automation, monitoring, and service improvements.
• Prepare and present operational reports covering SLA performance, MTTA, MTRS, incident volumes, repeat incidents, and service risks.

Required Qualifications

• 5+ years of experience in IT Operations, Service Management, or Infrastructure Support.
• Hands-on experience supporting Major Incident Management processes in enterprise environments.
• Strong understanding of ITSM disciplines including Incident, Problem, Change, and Service Level Management.
• Knowledge of enterprise infrastructure technologies including:
  • Windows and Linux Platforms
  • Cloud Services (AWS, Azure, GCP)
  • Network Infrastructure
  • Datacenter Operations
  • Storage, Backup, and Security Operations
  • End User Computing
• Experience with ITSM and collaboration tools such as:
  • ServiceNow
  • Jira Service Management
  • Microsoft Teams
  • Monitoring & Observability Platforms
  • Power BI and Excel Reporting

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience supporting global operations and multi-vendor environments.
• Proven ability to manage high-severity incidents within large managed services engagements.
• Strong stakeholder management, crisis management, and executive communication skills.

The salary range for this role is between $79,000 and $92,000 depending on skills and qualifications of the candidate. Applications will be accepted till 9/14/2026.