Major Incident Manager

3 months ago

Manchester Area, United Kingdom Cognizant Full time

Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.




KEY RESPONSIBILITIES


  • Responsible to Assess business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts.
  • To Manage the process of the service restoration or impact reduction.
  • Ensures that cross - Major incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management.
  • To Cooperate with various tower leads, Incident Managers and Regional/Global Change Managers
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
  • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
  • Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
  • Being accountable for resolving the outage via workaround or permanent fix
  • Ensuring 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
  • Responsible for communicating with various stake holders & shipping IT Communication.
  • Point of contact for all Major Incidents
  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Provide guidance to the Incident Process Coordinators
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.


ESSENTIAL SKILLS

  • 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 & industry specific applications, technology, and terminology.
  • Demonstrated ability & desire to provide first-rate customer service.
  • Good Communication and Problem-Solving Skills, Experienced in VIP user’s support.
  • Excellent organizational & time management skills with strong attention to detail
  • Cooperates 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.






At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.



You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.



Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.



Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.

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