Major Incident Manager

Job Summary: We are seeking an experienced and proactive Major Incident Manager with a minimum of 4 years of hands-on experience in managing high-severity incidents across complex enterprise environments. The ideal candidate will possess deep technical knowledge across distributed systems, network infrastructure, mainframe, middleware, storage, APIs, and virtualization technologies.

In This Role, You Will

• Lead and manage Major Incident bridge calls to drive rapid resolution of high-severity incidents.
• Coordinate cross-functional IT support teams across various technologies including servers, databases, networks, middleware, storage, APIs, and virtualization.
• Ensure timely and effective restoration of critical services and systems.
• Communicate incident status and impact to senior management, business stakeholders, and customers within established SLAs.
• Document detailed incident timelines and key milestones during Major Incidents.
• Utilize incident management tools such as ServiceNow and Xmatters to track and manage incidents.
• Apply ITIL best practices and adhere to incident management procedures and protocols.
• Organize and facilitate critical phone calls and bridge sessions with multiple support teams.
• Follow severity and priority definitions provided by application and infrastructure teams.
• Provide clear, concise, and timely updates to stakeholders during high-pressure situations.
• Empower technical teams while maintaining overall command and control of the incident.
• Take decisive action to prioritize service restoration over root cause analysis during active incidents.
• Mentor junior team members on incident management processes and best practices.
• Develop and maintain incident reports, metrics, and dashboards for continuous improvement.
• Be available for on-call rotations and respond to incidents outside regular business hours as needed.
• Act as a key point of contact for business and IT executives during and after Major Incidents.
• Manage multiple priorities and apply strong analytical and problem-solving skills.
  
  

Work Model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a Onsite position requiring 5 days a week in a client office in Fort Mill, SC.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Salary And Other Compensation

Applications will be accepted until October 15, 2025

The annual salary for this position is between $91,000 to $123,00 depending on the experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

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 law.

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