About Cognizant
Cognizant is a global leader in technology and consulting services, dedicated to helping businesses transform, innovate, and deliver exceptional experiences. We are committed to fostering a diverse and inclusive workplace where every employee can thrive and grow.
Job Description
We are seeking a highly motivated and experienced Incident Manager to join our growing Service Operations team. This is a critical role responsible for leading Incident and Major Incident Management activities across enterprise infrastructure and end-user services.
As an Incident Manager, you will take ownership of service restoration during high-impact incidents, coordinate technical teams across multiple towers, drive stakeholder communication, and ensure SLA compliance. You will work closely with Service Operations, Infrastructure, Cloud, Security, Application Support, Change Management, and Problem Management teams to deliver operational excellence and continuous service improvement.
If you thrive in fast-paced environments, enjoy coordinating complex situations, and are passionate about delivering outstanding service outcomes, we would love to hear from you.
Key Responsibilities
Own and govern the end-to-end Incident Management process in alignment with ITIL best practices and customer governance requirements.
Lead Major Incident (P1/P2) bridge calls, coordinate resolver groups, technical teams, suppliers, and OEM vendors to restore services within agreed SLAs.
Drive incident prioritization, escalation management, stakeholder communication, and service restoration activities across infrastructure, cloud, security, network, EUC, and application support teams.
Facilitate war-room management, executive communications, customer updates, business impact assessments, and critical incident governance activities.
Coordinate with Problem Management teams to drive Root Cause Analysis (RCA), preventive actions, and continual service improvement initiatives.
Produce governance reports covering MTTR, SLA adherence, incident trends, recurring issues, and service improvement opportunities.
Support Change and Release Management processes by assessing incident risks and emergency changes.
Maintain operational documentation, runbooks, SOPs, knowledge articles, and communication templates.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field.
Demonstrated experience in Incident Management, Major Incident Management, Service Operations, or IT Service Management environments.
Experience working in enterprise-scale, multi-tower support organizations.
Strong understanding of ITIL processes, incident governance, and operational service delivery.
Skills and Experience
Hands-on experience with ITIL Incident, Major Incident, and Problem Management processes.
Experience using ServiceNow ITSM or equivalent IT Service Management platforms.
Strong knowledge of SLA, KPI, MTTR reporting, governance, and service performance management.
Excellent stakeholder management, executive communication, facilitation, and conflict-resolution skills.
Experience coordinating infrastructure, cloud, network, security, EUC, and application support teams.
Strong analytical and decision-making skills with the ability to perform effectively under pressure.
Experience driving Root Cause Analysis (RCA), service improvement initiatives, and operational excellence programs.
Knowledge of Change Management, Release Management, and CAB processes.
Preferred Certifications
ITIL Foundation or ITIL Managing Professional certification.
ServiceNow ITSM Certification.
Certified Major Incident Manager certification.
Project Management or Service Management certification.
Why Join Us
Competitive salary and benefits package.
Opportunities for professional growth, certification support, and career development.
Work with global teams supporting mission-critical enterprise environments.
Collaborative, innovative, and inclusive workplace culture.
Exposure to complex enterprise technologies and operational excellence initiatives.
Opportunity to make a direct impact on customer experience and service reliability.
How to Apply
Interested candidates are encouraged to apply through the Cognizant internal careers portal or the designated recruitment channel.
Equal Opportunity Employer
Cognizant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
