Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.). Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 1000, and the Fortune 500 and we are among the top performing and fastest growing companies in the world.
Roles and Responsibilities
Senior Manager responsible for driving robust incident management practices in a hybrid work model ensuring business continuity and service reliability through ITIL V4 aligned processes stakeholder communication and continuous improvement. The role focuses on maximizing operational stability for retail and merchandising environments while enhancing customer and partner trust.
Responsibilities
- Lead end to end incident management processes to ensure timely detection logging classification investigation and resolution of service disruptions while minimizing business impact and restoring normal operations efficiently.
- Oversee coordination between technology teams and business stakeholders to facilitate clear communication during incidents and to ensure that incident status root cause and resolution steps are well understood across all impacted functions.
- Drive adoption of ITIL V4 practices by designing and refining incident workflows roles and guidelines that promote consistency reliability and measurable improvement in service performance across the portfolio.
- Provide strategic direction to incident management governance by defining key performance indicators monitoring trends and implementing targeted actions that reduce recurrence and improve service level achievements.
- Manage major incidents by activating appropriate escalation paths orchestrating technical and functional resources and ensuring that impact assessments and workarounds are communicated promptly to stakeholders.
- Implement structured post incident review processes that capture lessons learned validate root cause analysis activities and track corrective and preventive actions to completion for sustained service stability.
- Guide continuous improvement initiatives that leverage data from incident records problem tickets and change history to optimize processes strengthen controls and enhance the resilience of critical business services.
- Collaborate with merchandising and retail domain teams to understand business cycles promotional events and inventory strategies so that incident management planning aligns with peak operational periods and customer expectations.
- Coordinate with service owners and application teams in a hybrid work environment to ensure that incident response activities documentation and approvals are executed smoothly regardless of onsite or remote work arrangements.
- Optimize communication channels and runbooks used during day shift operations so that incident responders can access clear procedures contact lists and decision workflows that accelerate triage and resolution.
- Ensure compliance with enterprise risk and audit requirements by maintaining accurate incident records demonstrating adherence to ITIL V4 controls and supporting periodic reviews and remediation plans.
- Partner with vendor and partner support teams to manage escalations monitor contractual performance measures and confirm that external support activities contribute to faster resolution and improved service quality.
- Champion a culture of operational excellence by promoting proactive monitoring early warning indicators and readiness exercises that reduce unplanned outages and protect business reputation.
Qualifications
- Demonstrate extensive experience leading complex incident management functions in large scale environments with a proven track record of improving mean time to detect and mean time to resolve for critical services.
- Possess strong practical knowledge of ITIL V4 principles and practices and apply them to design robust service management processes for incident handling escalation management and continual improvement.
- Bring deep understanding of hybrid work models by effectively coordinating distributed teams maintaining consistent service processes and ensuring high collaboration and accountability across remote and onsite staff.
- Leverage familiarity with merchandising or retail domain contexts to interpret business priorities product assortments and store or channel operations so that incident decisions support revenue protection and customer satisfaction.
- Apply advanced analytical and problem solving skills to interpret incident metrics identify systemic weaknesses and propose targeted improvements that drive higher stability and reliability of critical applications.
- Communicate clearly and confidently with technical and nontechnical stakeholders by translating incident details into business oriented impact statements and concise action plans that support informed decision making.
- Utilize strong stakeholder management capabilities to align expectations negotiate realistic service commitments and build trust in incident management processes among business leaders and operational teams.
Exhibit experience working in structured service management environments with integrated tools for ticketing monitoring and reporting to provide traceability transparency and actionable insights for operations.
Certifications Required: ITIL V4 certification or equivalent service management credential preferred for senior incident management responsibilities.
Application Accepted: 10/30/2026
The annual salary for this position is between $130,000 - $140,000 depending on experience and other qualifications of the successful candidate.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
· Medical/Dental/Vision/Life Insurance
· Paid holidays plus Paid Time Off
· 401(k) plan and contributions
· Long-term/Short-term Disability
· Paid Parental Leave
· Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable language
Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you are content with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
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.
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.
