Incident Manager
Cognizant SingaporeIncident Manager
Cognizant Singapore
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
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
Job ID 47872
More Jobs From Cognizant
Cognizant
Singapore
Boost your career
Find thousands of job opportunities by signing up to eFinancialCareers today.More Jobs Like This
State Street Corporation
Melbourne, Australia
