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Incident Management Specialist

2 months ago

Hartford, Connecticut, United States Cognizant Full time
Major Incident Manager

Cognizant is seeking a highly skilled professional to manage and resolve complex incidents that impact our business operations. As a key member of our IT operations, you will be responsible for ensuring all requests are documented and processed in a timely manner.

Key Responsibilities:
  • Provide oversight and guidance on the use of our Service Management System for tracking and reporting on requests and incidents.
  • Manage major incidents, including Sev1 and Sev2, and provide leadership to Support Engineers and Service Analysts.
  • Coordinate customer escalations and team support escalations, and provide executive support to the IT Manager Director and CIO.
  • Develop and implement process improvements to enhance support operations and customer satisfaction.
  • Manage team performance metrics and reporting, and assist with IT Major Incident Management outside of business hours as needed.
Requirements:
  • Proven experience in major incident management, including Sev1 and Sev2 incidents.
  • Strong knowledge of ITIL and change management principles.
  • Excellent leadership and communication skills.
  • Ability to work in a fast-paced environment and make tactical operational decisions.
What We Offer:
  • A competitive salary range of $116,000 - $133,000, depending on experience and qualifications.
  • A discretionary annual incentive program and stock awards, based on performance.
  • A comprehensive benefits package, including medical, dental, vision, life insurance, paid holidays, paid time off, and 401(k) plan.