Major Incident Manager

22 hours ago

Shimoga, India Cognizant Full time

Position Title: Major Incident Manager Grade: SA / M Job Overview The Major Incident Manager leads the response to high-impact incidents that significantly affect business operations. This role acts as the command center during major disruptions, ensuring rapid resolution, clear communication, and effective coordination across teams. Key Responsibilities Major Incident Command Lead the end-to-end response for major incidents, ensuring rapid service restoration and minimal business impact through decisive action and structured coordination. Activate and manage cross-functional incident response teams, assigning roles, setting priorities, and maintaining control throughout the incident lifecycle. Establish command protocols and escalation paths to ensure high-impact incidents are handled with urgency and precision. Stakeholder Communication Provide timely, accurate, and context-sensitive updates to executives, business stakeholders, and affected users during major incidents. Ensure transparency and clarity in communications, including incident status, impact assessments, estimated resolution times, and post-resolution summaries. Serve as the primary communication bridge between technical teams and business leadership during critical events. Root Cause & Post-Incident Review Facilitate structured root cause analysis (RCA) sessions to identify underlying issues and contributing factors. Document findings, lessons learned, and corrective actions, and ensure they are shared across relevant teams to prevent recurrence. Lead post-incident review meetings and drive follow-up initiatives that enhance resilience and service reliability. Process Governance Ensure major incident management processes are consistently followed, documented, and aligned with ITIL and organizational standards. Continuously improve incident response procedures by incorporating feedback, performance metrics, and best practices. Maintain readiness for critical incident scenarios through simulations, training, and process audits. Required Qualifications Education: Bachelor's degree in IT, Engineering, or a related field. Experience: Minimum 6 years in IT operations or service management, with 3+ years in major incident handling. Certifications: ITIL Foundation certification required. Skills: Strong leadership and crisis management skills Excellent communication under pressure Experience with incident coordination tools Ability to manage executive-level communications Preferred Qualifications Experience With: Business continuity and disaster recovery planning High-availability systems and critical infrastructure Executive stakeholder engagement Advanced Certifications: ITIL 4 Managing Professional Certified Major Incident Manager (HDI) ISO 22301 Business Continuity certification

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