Cognizant

Major Incident Manager

Cognizant$79K — $92K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in IT Operations, Service Management, or Infrastructure Support.
  • Hands-on experience in Major Incident Management in enterprise settings.
  • Strong grasp of ITSM disciplines: Incident, Problem, Change, and Service Level Management.
  • Knowledge of Windows, Linux, Cloud Services (AWS, Azure, GCP), and Network Infrastructure technologies.
  • Experience with ITSM tools like ServiceNow, Jira Service Management, and Microsoft Teams.

Responsibilities

  • Manage P1 and P2 incident lifecycle from identification to closure.
  • Lead incident bridge calls and coordinate technical teams during disruptions.
  • Drive timely service restoration while adhering to SLAs.
  • Act as the main point of contact during major incidents for stakeholders.
  • Provide regular status updates and incident communication to executives.
  • Monitor incident metrics and ensure governance compliance with ITIL best practices.
  • Conduct Major Incident Reviews and facilitate Root Cause Analysis activities.

Benefits

  • Remote work capability.
  • Opportunities for continual service improvement and operational excellence.
  • Engagement with a diverse range of technologies and platforms.
Full Job Description
a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }

Cognizant is seeking an experienced Major Incident Manager (MIM) to lead the end-to-end management of critical production incidents across a large-scale Infrastructure Managed Services environment. This role is responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and maintaining SLA compliance during business-critical outages. The Major Incident Manager serves as the command center for high-priority incidents and plays a key role in continual service improvement and operational excellence.

Applicants must be authorized to work in the US. Cognizant will not offer visa sponsorship now or anytime in the future. This is a remote role.
Key Responsibilities
  • Manage the lifecycle of P1 and P2 incidents from identification through closure.
  • Lead incident bridge calls and coordinate technical teams during critical service disruptions.
  • Drive timely service restoration while ensuring SLA adherence.
  • Act as the primary point of contact for customers, stakeholders, leadership teams, and vendors during major incidents.
  • Provide regular status updates, incident notifications, and executive communications.
  • Monitor incident metrics, escalation paths, and governance compliance aligned with ITIL best practices.
  • Conduct Major Incident Reviews (MIRs) and facilitate Root Cause Analysis (RCA) activities.
  • Track corrective and preventive actions to closure and support Problem Management initiatives.
  • Analyze incident trends and recommend process, automation, monitoring, and service improvements.
  • Prepare and present operational reports covering SLA performance, MTTA, MTRS, incident volumes, repeat incidents, and service risks.

Required Qualifications
  • 5+ years of experience in IT Operations, Service Management, or Infrastructure Support.
  • Hands-on experience supporting Major Incident Management processes in enterprise environments.
  • Strong understanding of ITSM disciplines including Incident, Problem, Change, and Service Level Management.
  • Knowledge of enterprise infrastructure technologies including:
    • Windows and Linux Platforms
    • Cloud Services (AWS, Azure, GCP)
    • Network Infrastructure
    • Datacenter Operations
    • Storage, Backup, and Security Operations
    • End User Computing
  • Experience with ITSM and collaboration tools such as:
    • ServiceNow
    • Jira Service Management
    • Microsoft Teams
    • Monitoring & Observability Platforms
    • Power BI and Excel Reporting
Preferred Qualifications
  • ITIL Foundation or higher certification.
  • Experience supporting global operations and multi-vendor environments.
  • Proven ability to manage high-severity incidents within large managed services engagements.
  • Strong stakeholder management, crisis management, and executive communication skills.


The salary range for this role is between $79,000 and $92,000 depending on skills and qualifications of the candidate. Applications will be accepted till 9/14/2026.

About Cognizant

TriZetto is Powering Integrated Healthcare Management. With technology solutions touching more than half the U.S. population today, TriZetto is uniquely positioned to drive the convergence of core benefit administration, care management and constituent engagement. TriZetto provides premier information technology solutions that enable payers and other constituents in the healthcare supply chain to improve the coordination of benefits and care for healthcare consumers.

Cognizant Careers

Join the vibrant team at Cognizant, a leading provider of information technology, consulting, and business process services. Cognizant is not just a company; it's a community where innovation, leadership, and diversity are valued and where every team member is encouraged to thrive.

Work You’ll Do

At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses — not just for today but for the future. This commitment to growth and sustainability is what makes Cognizant a unique place to advance your career.

Explore Job Opportunities

Whether you're looking for an entry-level position or a more senior role, Cognizant offers a plethora of job opportunities that could be perfect for you. Our hiring process is designed to be transparent and engaging, ensuring that every candidate is able to showcase their skills and potential fully.

Innovative Work

Join a team where innovation is at the core of everything we do. Cognizant’s professionals are not just part of a company; they're part of a groundbreaking environment that combines technology, insights, and leadership to foster innovation across global industries.

Internship Programs

Kickstart your career with Cognizant’s internship programs. These opportunities allow you to gain hands-on experience, develop your professional skills, and network with experts in your field. An internship at Cognizant is a stepping stone to full-time employment and a chance to see how your studies apply in the real world.

Professional Growth and Development

Cognizant is committed to the professional growth of its employees. With access to cutting-edge training, leadership programs, and diversity initiatives, you can build a career that’s equipped for the demands of tomorrow’s business landscape.

Benefits and Culture

Our employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. Cognizant’s culture is built on a foundation of respect and inclusivity, where everyone’s contribution is valued. Join us and be part of a team that celebrates diversity and is driven to make a positive impact on the world.

Stay Connected

Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Ready to take the next step in your career journey? Explore the exciting employment and career opportunities waiting for you at Cognizant.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the rewarding opportunities that await at Cognizant.

Networking and Interviews

Enhance your career prospects at Cognizant through our robust networking events. Prepare your resume, sharpen your interview skills, and connect with leaders across the industry to unlock new career paths. At Cognizant, we don’t just offer jobs; we offer career journeys. Be part of a team that’s committed to your long-term career growth and professional development. Join Cognizant today and be a part of our success story.
Learn more about Cognizant
Size
340,400 employees
Market Cap
$28.7 billion
Industry
Net Income
$1.3 billion
Founded
1994
5 Year Trend
+6.5%
Revenue
$16.6 billion
NASDAQ

Similar Jobs

More Jobs at Cognizant

More Information Technology Jobs

Find similar Major Incident Manager jobs: