At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!
A **Major Incident Manager (MIM)** is typically an IT service‑management professional responsible for leading the end‑to‑end response and resolution of high‑impact outages or critical service disruptions. The role sits within Incident/Service Management and is a key escalation point when normal incident handling fails or business impact is severe.
Requirements:
- Bachelor’s degree in IT, Computer Science, or related field; often preferred.
- +6 years of experience in incident management, operations, or support roles, with exposure to handling high‑severity incidents
- ITIL / incident‑management certifications (e.g., ITIL 4, MIM certification) are commonly expected.
- Familiarity with cloud, infrastructure, or application stacks (depending on domain: cloud provider, banking, telecom, etc.).
ADVANCED ENGLISH IS A MUST
Hybrid role in CDMX or Guadalajara or Monterrey or Queretaro
Responsibilities:
- End‑to‑end ownership of major incidents: own, coordinate, and drive resolution of high‑priority (often P1) outages from detection to closure.
- Lead incident bridges and war‑rooms: chair incident calls, coordinate cross‑functional teams (SMEs, vendors, operations, security), and ensure clear roles and timelines.
- Stakeholder communication: issue timely updates to senior management, customers, and internal teams, tailored to each audience (business vs technical).
- Escalation and governance: escalate when needed, enforce SLAs, and ensure adherence to incident and change‑management processes (including emergency‑change handling).
- Post‑incident activities: drive **post‑mortems** (MIRs / RCA), document lessons learned, and feed actions into problem management and continuous‑improvement initiatives.
Why Cognizant?
Improve your career in one of the largest and fastest growing IT services providers worldwide
Receive ongoing support and funding with training and development plans
Have a highly competitive benefits and salary package
Get the opportunity to work for leading global companies
We are committed to respecting human rights and build a better future by helping your minds and the environment
We invest in people and their wellbeing.
We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
At Cognizant we believe than our culture make us stronger!
Join us now!
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.