IT Incident Manager

3 weeks ago

London, Greater London, United Kingdom Cognizant Full time

At Cognizant, we are seeking an experienced IT Incident Manager to join our Infrastructure services practice. As an Incident Manager, you will be responsible for assessing business impact and urgency, declaring Major Incidents or triggering business continuity procedures. Your goal will be to manage the process of service restoration or impact reduction, ensuring cross-Major incidents are resolved effectively and securing end-to-end Service Level Agreement and Service Management.

Key Responsibilities

  • Assess business impact and urgency to declare Major Incidents or trigger business continuity procedures.
  • Manage the process of service restoration or impact reduction.
  • Ensure cross-Major incidents are resolved effectively and secure end-to-end Service Level Agreement and Service Management.
  • Collaborate with various tower leads, Incident Managers, and Regional/Global Change Managers.
  • Plan and coordinate all activities required to perform, monitor, and report on the process.
  • Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls.
  • Form collaborative action plans with specific actions, roles, and deadlines, and ensure these are completed.
  • Matrix manage people, processes, and resources, including third parties, resolving conflicts to move forward to resolution.
  • Be accountable for resolving the outage via workaround or permanent fix.
  • Ensure all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post-major incident reviews.
  • Remediate deviation of a process for its particular division/department.
  • Communicate with various stakeholders and ship IT Communication.
  • Point of contact for all Major Incidents.
  • Implement the process 'Incident Management' and carry out the respective reporting procedure.
  • Monitor incidents to ensure Service Level Agreements are respected.
  • Identify, initiate, schedule, and conduct incident reviews.
  • Close all resolved and end-user confirmed Incident records.
  • Provide guidance to Incident Process Coordinators.
  • Establish continuous process improvement cycles where process performance, activities, roles, responsibilities, policies, procedures, and supporting technology is reviewed and enhanced where applicable.

Essential Skills and Qualifications

  • Good understanding of Incident, Knowledge, Problem, and Change Management (ITIL).
  • Experience in Production Support role, either infrastructure or application-based.
  • Willingness to learn continuously evolving company and industry-specific applications, technology, and terminology.
  • Demonstrated ability and desire to provide first-rate customer service.
  • Good Communication and Problem-Solving Skills, Experienced in VIP user's support.
  • Excellent organizational and time management skills with strong attention to detail.
  • Cooperate with various tower leads, Incident Managers, and Regional/Global Change Managers.
  • Pro-actively identify operational issues and drive resolution working directly with the client and Tower leads.

The estimated salary for this position is $120,000 - $180,000 per year, depending on location and experience.

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