Major Incident Manager

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Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services.

KEY RESPONSIBILITIES

• Assess business impact and urgency, declare Major Incident or trigger business continuity procedures.
• Manage the process of service restoration or impact reduction.
• Ensure that Major incidents are resolved effectively securing end-to-end Service Level Agreement.
• Cooperate with various tower leads, Incident Managers and Regional/Global Change Managers.
• Plan and coordinate all activities required to perform, monitor, and report on the process.
• Lead, drive, facilitate and chair all investigation activities, meetings, and conference calls.
• Form collaborative action plans with specific actions, roles and deadlines, ensuring completion.
• Matrix management of people, processes and resources including third parties.
• Accountable for resolving the outage via workaround or permanent fix.
• Maintain and update all administration and reports, including contact information and post major incident reviews.
• Remediate deviation of a process for its respective division/department.
• Communicate with various stakeholders & manage IT Communication.
• Act as the point of contact for all Major Incidents.
• Implement the "Incident Management" process and carry out the respective reporting procedure.
• Monitor incidents to ensure that the Service Level Agreements are respected.
• Identify, initiate, schedule and conduct incident reviews.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Provide guidance to the Incident Process Coordinators.
• Establish continuous process improvement cycles for review and enhancement.

ESSENTIAL SKILLS

• Good understanding of Incident, Knowledge, Problem and Change Management (ITIL).
• Experience in Production Support role either infrastructure or application based.
• Willingness to learn continuously evolving company & industry specific applications, technology, and terminology.
• Demonstrated ability & desire to provide first-rate customer service.
• Good Communication and Problem-Solving Skills, experienced in VIP user's support.
• Excellent organizational & time management skills with strong attention to detail.
• Proactively identify operational issues and drive resolution working directly with the client and Tower leads.

At Cognizant, you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.

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.

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.

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome.