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!
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
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.
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.
Disclaimer:
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.