We are seeking a Major Incident Manager with strong expertise in ITIL processes, Incident Management, and Support Project experience.

The ideal candidate will ensure smooth service delivery, manage critical incidents, and drive process improvements across multiple streams.

This is shift based role- Rotational night shifts

Key Responsibilities

- Execute day-to-day service operations at stream level.
- Review Master SLA tracker, BAU activities, and guide service analysts on all incidents, including critical ones.
- Escalate unresolved issues to L2 promptly using SOPs.
- Collaborate with SMEs to create SOPs and implement shift-left activities.
- Drive Risk Management, Change Management, Knowledge Management, Configuration Management, Quality Management, Resource Management, and effective communication.
- Act as the primary point of contact during major incidents,



ensuring timely updates to stakeholders.
- Facilitate communication between technical teams, service owners, and senior management.
- Conduct root cause analysis, impact assessment, and resolution planning.
- Analyze repetitive issues, collaborate with L2 to open defects, and identify automation opportunities.
- Train recent employees and provide ongoing training to existing staff on procedures.

Required Skills & Qualifications

- Strong knowledge of ITIL framework and Major Incident Management.
- Hands-on experience in support projects and service delivery.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and manage multiple priorities effectively.

📌 Incident Manager (Chennai)
🏢 Cognizant
📍 Chennai