Incident Manager (hybrid)

Company: Cognizant Technology Solutions
Location: Columbus
Posted on: February 13, 2025

Job Description:

Role: Incident Manager Location: Columbus - Georgia, USA Job Summary We are seeking an experienced Incident Manager with 12 to 16 years of experience in IT Service Management ServiceNow ITSM and Incident Management. The ideal candidate will have domain expertise in Life and Annuities Insurance. This hybrid role requires a dedicated professional to manage and resolve incidents efficiently ensuring minimal disruption to our services. Responsibilities

• Oversee the incident management process ensuring timely resolution of incidents to minimize service disruption.
• Lead the coordination of incident response activities across various teams and stakeholders.
• Provide expertise in IT Service Management and ServiceNow ITSM to streamline incident management processes.
• Monitor and analyze incident trends to identify areas for improvement and implement preventive measures.
• Collaborate with the Life and Annuities Insurance domain experts to ensure incidents are resolved with minimal impact on business operations.
• Develop and maintain incident management documentation including policies procedures and best practices.
• Ensure compliance with industry standards and regulatory requirements in incident management.
• Conduct root cause analysis for major incidents and recommend corrective actions.
• Communicate incident status and resolution updates to stakeholders in a clear and timely manner.
• Train and mentor team members on incident management processes and tools.
• Participate in post-incident reviews to identify lessons learned and improve future incident response.
• Utilize ServiceNow ITSM to track and manage incidents ensuring accurate and up-to-date records.
• Provide regular reports on incident management performance and metrics to senior management. Qualifications
  • Possess extensive experience in IT Service Management and Incident Management.
  • Demonstrate proficiency in using ServiceNow ITSM for incident tracking and management.
  • Have a strong understanding of Life and Annuities Insurance domain.
  • Exhibit excellent communication and coordination skills.
  • Show ability to analyze incident trends and implement preventive measures.
  • Display strong problem-solving and root cause analysis skills.
  • Maintain up-to-date knowledge of industry standards and regulatory requirements.
  • Demonstrate experience in training and mentoring team members.
  • Have a track record of developing and maintaining incident management documentation.
  • Show ability to work effectively in a hybrid work model.
  • Exhibit strong reporting and analytical skills.
  • Demonstrate commitment to continuous improvement in incident management processes.
  • Possess a proactive and detail-oriented approach to incident management. Certifications Required ITIL Certification ServiceNow Certified System Administrator Salary and Other Compensation: The annual salary for this position is depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
    • Medical/Dental/Vision/Life Insurance
    • Paid holidays plus Paid Time Off
    • 401(k) plan and contributions
    • Long-term/Short-term Disability
    • Paid Parental Leave
    • Employee Stock Purchase Plan Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Why Cognizant? * Collaborate with a community of experts to enhance and expand your skills. * Join a team where global culture adopts diversity of thought and background. * Find balance with our hybrid model that prioritizes your health, safety and well-being. * Opportunity to work for leading global companies while advancing your career.

Keywords: Cognizant Technology Solutions, Columbus , Incident Manager (hybrid), Executive , Columbus, Georgia