Cognizant
2 weeks ago
Incident Manager - Cognizant
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Company information
- Company
- Cognizant
- Location
- Singapore Singapore
- Posted
- 2 weeks ago
Job 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.
Key Responsibilities
• Lead Major Incident Management (P1/P2) with complete ownership of the incident lifecycle.
• Establish command-and-control to drive MTTR-focused incident resolution.
• Initiate and chair Major Incident bridge / SWAT calls involving application, infrastructure, network, and vendor teams.
• Ensure accurate incident severity classification, escalation, and stakeholder communication.
• Provide initial, periodic (hourly), and closure communications to business and IT stakeholders.
• Perform EOD handover and manage cross-region incident ownership transitions where applicable.
• Drive Post Incident Reviews (PIR) and ensure Root Cause Analysis (RCA) / Problem Records are created and tracked.
• Produce weekly and monthly incident governance dashboards and heatmaps.
• Coordinate with Change Management for Emergency Changes identified during RCA.
SLA & Governance Expectations
• Acknowledge P1/P2 incidents within 30 minutes.
• Initiate bridge calls and engage stakeholders within 30 minutes.
• Provide hourly progress updates until resolution.
• Complete PIR within 24 hours and Problem Records within 48 hours.
• Adhere to Cognizant RTB and client-specific SLA requirements.
Tools & Environment
• ServiceNow / HP Service Manager (HPSM)
• Production incident tracking and governance reporting tools
Mandatory Skills & Experience
• Strong experience in Major Incident Management within BFS or enterprise environments.
• In-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).
• Excellent written and verbal stakeholder communication skills.
• Experience managing 24x7 production support incidents.
• Strong documentation skills for incident logs, RCA, and reporting.
Good to Have
• ITIL v3 / ITIL v4 Certification
• Banking / Financial Services production support experience
• Exposure to multi-vendor and multi-region delivery models
Required skills
- documentation
- application support
- financial services
- itil
- change management
- certification
- root cause analysis
- servicenow
- vendor management
- incident management
- banking
- problem management
- network support
- mttr
- stakeholder communication
- itil v3
- dashboards
- escalation
- incident resolution
- rca
- heatmaps
- itsm processes
- infrastructure support
- enterprise environments
- itil v4
- sla adherence
- mim
- hp service manager
- major incident management
- pir
- multi-region
- multi-vendor
- bfs
- incident governance
- incident lifecycle
- incident logs
- p1 incidents
- p2 incidents
- swat calls
- incident severity classification
- post incident review
- problem records
- emergency changes
- hpsm
- production incident tracking
- governance reporting tools
- 24x7 production support
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