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 and an overall experience of 8-10 years.

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.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Disclaimer:
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.