Cognizant is looking for an experienced Major Incident Manager for our fast-growing business area. An ideal candidate, someone who is a problem-solver, idea-maker and a high-energy individual. If you meet our background requirements and are looking for an opportunity to be rewarded for your skills and expertise, this is an ideal opportunity for you!
Grade: Associate
Experience Level: Minimum 5 - 7 years of Experience
Job Description:
We have an opportunity for a Major Incident Manager within Group IT Service Delivery.
Group IT Service Delivery provides IT support for hardware, infrastructure, network and software platforms across the group. The department supports over 1,000 plus users and is the primary interface for all IT support.
Job specification
- Lead, coordinate, influence and communicate with internal and external parties, including senior stakeholders, during major, significant and complex IT issues to achieve rapid Incident resolution and thus maximise service availability and minimise business disruption
- Evaluate and assess available solutions within the Major Incident Management and authorise and recommend preferred options in order to recover service within SLA parameters and business requirements
- Evaluate and review IT Problems in conjunction with IT Problem Management and influence and guide internal and external IT teams in order to avoid reoccurrence of incidents
- Produce and communicate reporting on IT Major Incidents Problems to provide accurate and timely Management Information that informs decision making in line with Major Incident Management Policies Procedures and Service Level Agreements
- Document, promote and update knowledge items on IT issues across internal and external teams to ensure consistency and efficiency through robust, accurate and relevant IT workarounds
- Deliver short term / one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager
Person specification
The successful candidate should have:
- Meaningful relevant and demonstrable experience of IT (Major) Incident Management
- Experience in a Retail (Energy) Services environment (desirable)
- Experience of a multi-party operated IT Infrastructure environment
- Broad operational experience of multi-platform technologies
Qualifications/other
Relevant professional or technical training or qualification:
- Information Technology Infrastructure Library (ITIL) Foundation (essential)
- Information Technology Infrastructure Library (ITIL) Service Operations (desirable)
- Basic understanding of technology platforms: Infra (On-prem/Cloud), Network and Software platforms such as SAP and middleware.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.
Learn how Cognizant helps clients lead with digital at www.cognizant.com.
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 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.
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.
If you have a disability that requires reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.
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.