Role & responsibilities

Respected Candidate,
Please check the JD below for your reference.
IT OperationMajor Incident Operator MIO (Levels 1-2) Job Description:We are seeking a skilled and organized Major Incident Operator (MIO) in IT Operation to join our team.As a MIO, youll be responsible for interacting with many Global IT teams and business units to help manage downtime working on P2 tickets and being part of swat calls for P1/P0’s. In addition, you will be reviewing, managing, coordinating and educating our ITSM processes that encompass, Incident, Problem, Change, CMDB, Knowledge management. You will be using the ITSM processes skillset to educate, identify gaps, run reports, review Metrics/SLA’s and perform deep dives/postmortems on ServiceNow tickets. You will also audit/review many process knowledge documents and contribute to continuous improvement in IT Operation. This position has Level 1, Level 2 and the option to move to Level 3. We will start you out as Level 1 and then quickly move you to Level 2 when you complete the training and have put your time in this role. It will take extended time, specialized training and experience to obtain Level 3.To be successful in this role, you must be very strong in understanding Enterprise IT service management processes in an enterprise company with experience in ServiceNow platforms and Major outage process for P1/P0.Involved in the company quarter-end process, freeze period and critical week. We in Global IT Operation we need to make our production environment stable during this time.Must have excellent communication, writing, listening, debate, hosting and negotiation skills. In addition, critical problem solving, audit activities and Analytics best practice is key. Needs to quickly identify issues.Managing a conference bridge call (SWAT) and coordinating many IT teams, vendors, Sr. leadership and business to collaborate and come to a resolution in a major outage. We are the final escalation in IT Operations to resolve these high-profile outages. (Level 2 & 3)Responsibilities:

- Review, manage, update, audit ServiceNow platform tickets (Incident, Change, Problem, KB knowledge)
- Performing ServiceNow advance reports, trending and analytics
- Understanding Power BI reports and dashboard
- Managing small to medium projects and tasks
- Conduct daily IT OPS MI Team calls
- Host Initial RCA transition call to problem management
- Develop strategies to prevent recurring incidents
- Create and conduct training
- Perform debrief meetings with IT teams
- Generate reports and statistics on major team performance

IT Skills & Qualifications:

- Proven work experience with Problem, Change, Incident and Knowledge management role
- Experience in IT service management and ITIL processes
- Strong problem-solving skills
- Ability to work with cross-functional teams and manage multiple tasks simultaneously
- Knowledge of ITSM tools
- Required positive analytical and problem-solving skills to identify,



investigate, and resolve issues effectively.
- Must possess strong communication and interpersonal skills to coordinate with various teams and stakeholders.
- Good project/task lead skills to handle multiple issues simultaneously, emphasize quality and ensure timely resolution.
- Must be very approachable and have a great presence on conference calls

Application & Tools skills:

- Power BI (reading and creating reports to excel)
- ServiceNow Dashboard (adding filter, fields and custom search)
- Office 365 advance knowledge (PowerPoint, Word, Excel, Outlook)
- MS team (chats & team sites)
- SharePoint Sites (basic admin and edits, posting data and basic organization)
- OneNote (using for data documentation & logging/tracking)
- SharePoint list (using to track RAID items and tracking)
- AI (ChatGPT and Copilot know how to use advanced functions. Knowing other AI tools is a plus. Also able to identify when people use AI.)

Education Qualifications:

- High School Diploma or equivalent
- Bachelor’s degree or 10+ years of equivalent IT industry service experience
- 8+ years as the requirement is equivalent to SMO Lead who is an expert in ITIL Service management portfolio
- IT Technology Certification is a plus

Evolution & Migration in the MIO Levels:Level 1 Generalist following the MIO Level 1 runbook knowledge which includes all the preliminary roles in IT operation in the major incident team.Level 2 Expert knowledge of Leve l 1 & 2 and can conduct advance communication, oversight and able to run the basic level of a swat call and coordinate P1/P0 ticketsLevel 3 Mastered the knowledge in Level 1-2. Considered a lead and is able run/operate complex projects, training session and is advance in running a swat call. Also experience with Global IT teams basic troubleshooting skills and is well verse with our monitor dashboard/alerts. Advance in Service Reports and Power BI dashboard for correlation for change. Able to lead team members and provide critical oversight and debrief with IT teams and Sr. leadership. Can provide training in many areas in the Major Incident team. Must have some IT knowledge for Infrastructure and Application basis troubleshooting skills. Strongly Preferred:

- Ability to work occasional weekend shift
- Participate in on-call rotation
- Ability to work with a very diverse staffing model with company employees and managed service partners (MSP)
- Prioritize and multitask during meetings-calls.
- Strong documentation skills and eye for detail and quality. (Must have positive grammar)




- Awareness and provide advice on potential issues and possible solutions by communicating regularly with all stakeholders.
- Ability to work in a high-pressure environment.
- Expert in ServiceNow ticketing application
- ITIL Basic/Intermediate knowledge
- Service mentality, teamwork, and collaboration – this position will engage with many other teams and leaders.
- Strong documentation skills and eye for detail and quality
- Due to the global nature, strong written and verbal communication skills to communicate and engage with all levels of the organization.
- Ability to work additional hours outside of ordinary work hours (on-call) weekends and occasional weekends shift

Nice to have:

- Leadership, relationship, decision making and influencing skills during periods of considerable organizational stress
- Teamwork, and collaboration, excellent customer service– this position will engage with many other teams, organizations and leaders
- Understanding the lifecycle of ServiceNow platforms Incident, Change, Problem & Knowledge.
- Understand the dependency with IT production environment between Infrastructure, Application, Cloud and vendor support services
- Know how to perform critical listening and critical thinking skills
- Strong Negotiation and Conflict management skills could be added
- IT knowledge on Network technology, Servers, Storage, Backup, Telecom and Telco circuit
- Able to understand basic troubleshooting between Infrastructure and Application services
- Understanding the basics of SolarWinds IT monitoring alerts or other 3rd party tool alerts monitoring IT infrastructure (Network & Servers)

Hours:

- Time zone US CST/CDT
- Hours may vary based on schedule but mostly it’s 8 hours.
- The work time can be between 6am – 7pm (8hr. minimum and Overtime may be required)
- 5 day a week (any day within Sunday – Saturday)
- Rotate on-call (Only for certain level within this role)

Work site model:

- Hybrid (3 days in office) and sometimes will have exception for remote. TBD until final interview.
- Must have a dependable home internet with great bandwidth
- Must have a mobile phone that can call international numbers as a backup (we’ll have software solution as primary)

PHYSICAL JOB REQUIREMENTS: The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America).

📌 Major Incident Manager (Hyderabad)
🏢 Cognizant
📍 Hyderabad