The Major Incident Manager (MIM) is responsible for end-to-end management of significant production incidents (P1/P2) , ensuring minimal business disruption, strict SLA adherence, and effective stakeholder communication aligned to ITIL-based Major Incident Management practices.

Key Responsibilities

• Lead Major Incident Management (P1/P2) with complete ownership of the incident lifecycle.

• Establish command-and-control to drive MTTR-focused incident resolution.

• Initiate and chair Major Incident bridge / SWAT calls involving application, infrastructure, network, and vendor teams.

• Ensure accurate incident severity classification, escalation, and stakeholder communication.

• Provide initial, periodic (hourly), and closure communications to business and IT stakeholders.

• Perform EOD handover and manage cross-region incident ownership transitions where applicable.

• Drive Post Incident Reviews (PIR) and ensure Root Cause Analysis (RCA) / Problem Records are created and tracked.

• Produce weekly and monthly incident governance dashboards and heatmaps.

• Coordinate with Change Management for Emergency Changes identified during RCA.

SLA & Governance Expectations

• Acknowledge P1/P2 incidents within 30 minutes.

• Initiate bridge calls and engage stakeholders within 30 minutes.

• Provide hourly progress updates until resolution.

• Complete PIR within 24 hours and Problem Records within 48 hours.

• Adhere to Cognizant RTB and client-specific SLA requirements.

Tools & Environment

• ServiceNow / HP Service Manager (HPSM)

• Production incident tracking and governance reporting tools

Mandatory Skills & Experience

• Strong experience in Major Incident Management within BFS or enterprise environments.

• In-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).

• Excellent written and verbal stakeholder communication skills.

• Experience managing 24x7 production support incidents.

• Strong documentation skills for incident logs, RCA, and reporting.

Good to Have

• ITIL v3 / ITIL v4 Certification

• Banking / Financial Services production support experience

• Exposure to multi-vendor and multi-region delivery models