{"id":2130192,"url":"https://alion.io/job/cognizant-incident-manager","title":"Incident Manager","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant 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Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-07T05:40:17Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-14T03:33:41Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"The Major Incident Manager (MIM) is responsible for end-to-end management of significant production incidents (P1/P2) , ensuring minimal business disruption, strict SLA adherence, and effective stakeholder communication aligned to ITIL-based Major Incident Management practices.\nKey Responsibilities\nLead Major Incident Management (P1/P2) with complete ownership of the incident lifecycle.\nEstablish command-and-control to drive MTTR-focused incident resolution.\nInitiate and chair Major Incident bridge / SWAT calls involving application, infrastructure, network, and vendor teams.\nEnsure accurate incident severity classification, escalation, and stakeholder communication.\nProvide initial, periodic (hourly), and closure communications to business and IT stakeholders.\nPerform EOD handover and manage cross-region incident ownership transitions where applicable.\nDrive Post Incident Reviews (PIR) and ensure Root Cause Analysis (RCA) / Problem Records are created and tracked.\nProduce weekly and monthly incident governance dashboards and heatmaps.\nCoordinate with Change Management for Emergency Changes identified during RCA.\nSLA & Governance Expectations\nAcknowledge P1/P2 incidents within 30 minutes.\nInitiate bridge calls and engage stakeholders within 30 minutes.\nProvide hourly progress updates until resolution.\nComplete PIR within 24 hours and Problem Records within 48 hours.\nAdhere to Cognizant RTB and client-specific SLA requirements.\nTools & Environment\nServiceNow / HP Service Manager (HPSM)\nProduction incident tracking and governance reporting tools\nMandatory Skills & Experience\nStrong experience in Major Incident Management within BFS or enterprise environments.\nIn-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).\nExcellent written and verbal stakeholder communication skills.\nExperience managing 24x7 production support incidents.\nStrong documentation skills for incident logs, RCA, and reporting.\nGood to Have\nITIL v3 / ITIL v4 Certification\nBanking / Financial Services production support experience\nExposure to multi-vendor and multi-region delivery models","description_format":"text","description_chars":2109,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Science & Engineering","IT Outsourcing & 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