Incident Manager at Cognizant in Marlborough, Massachusetts

Job Description:

We are looking for Incident Manager for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.

Location: Marlborough MA

Job Description:

• 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.


• Represent the first stage of escalation for Incidents


• 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.

***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the US, Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant."

• 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.


• Represent the first stage of escalation for Incidents


• 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.