Major Incident Manager

We are seeking a dynamic Major Incident Manager will play a crucial role in managing and optimizing our IT infrastructure. With a focus on Incident Management Service Desk operations and Service Now, the specialist will ensure seamless IT service delivery. The candidate will contribute to enhancing operational efficiency and improving user satisfaction.

In This Role, You Will

• Lead all aspects of the Service Desk operations to provide timely and effective support to users.
• Be responsible for reported service incidents, identify the root cause, and initiate the incident management procedure
• Prioritize incidents according to their urgency and resolve efficiently to minimize downtime and ensure business continuity.
• Implement standard methodologies in incident management to enhance service reliability.
• Use Service Now platform to streamline IT service management processes.
• Develop and maintain documentation for IT processes and procedures to ensure compliance with IT policies and standards for data security.
• Conduct regular audits of IT systems to identify areas for improvement.
• Coordinate with vendors and service providers to ensure optimal service delivery.
  
  

What You’ll Need To Succeed (required Skills)

• 8+ years of experience in leading major incident management process, running major incidents situations.
• Solid understanding of CAPA (Corrective actions and preventive actions) and ITIL process.
  
  

What Will Help You Stand Out (preferred Skills)

• 2+ years of experience in problem management.
• ITIL certified.
• Exposure to ITSM tools-preferably ServiceNow.
  
  

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We encourage you to apply if you have most of the skills above and feel like you are strongly suited for this role. Consider what transferrable experience and skills make you a unique applicant and help us see how you’d be beneficial to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in our client office in Brampton, ON. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs