Incident Management Manager

Incident Management Manager

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating a lot of opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, innovative, and successful. This is your chance to be part of the success story: we are looking for an IT Field Support Engineer to join our Infrastructure Services Team.

About Cognizant Infrastructure Services

Today’s customers want seamless, intuitive, and personalized experiences while they’re using products and services. The digital era is forcing companies like yours to transform through technology to stay relevant. Your business must be always on and your infrastructure must predict change before it happens, to act fast and put a smile on the faces of users.

Cognizant is helping you prepare for the digital era, with infrastructure services that are transforming the face of enterprises. We can help your business maximize the potential of automation and a software-defined data center (SDDC), by delivering services through a business-aligned Catalog model.

About Role:

This position will act as a service and incident management analyst and will be part of the Global Technology Service Center, Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of red.

• Resource will provide operational support and direction to technology operations team(s) including employees, contract personal and strategic vendor partners. Accountable for the availability and performance of technical infrastructure, applications and services, and the seamless business consumption of them. Own Operations support, front-line management of incidents, enhancements, and proactive/preventative testing and analysis (to include solution ideation, recommendation and implementation. Serve as escalation point for Global Technology operational issues.
• Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed
• Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency
• Maintain a professional demeanour and attitude while being assertive when leading an incident investigation
• Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
• Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation
• Ensure incidents are fully documented both during and after the incident

What do you bring?

• Minimum 5 years of experience in delivery management and IT service management.
• You have problem-solving skills, stakeholder management, communication skills, and like working independently.
• Solid knowledge of major incident management.
• Good interpersonal skills and the ability to work with both technical and non-technical personnel.
• Fluent in English.

What we offer

• A competitive salary based on your qualities and experience.
• Access to Udemy, Cognizant Academy digital libraries for your continuous learning.
• NS business card to cover your commute expenses.
• 25 days of paid holiday per year.
• A laptop and a smartphone.
• A pension scheme.
• Hybrid working (4 days from the office and 1 day from home).
• Organization driven by technology – we have a tremendous technology backbone.
• Open, ‘can do’ team spirit and international environment that encourages making your ideas reality!

Diversity And Inclusion At Cognizant

At Cognizant, we believe diversity and inclusion are at the heart of our ability to execute successfully and consistently over the long term. We recognize that our people are our most important asset. We strive to create an environment where all associates feel comfortable to be themselves, feel accepted and can therefore thrive both personally and professionally. We continue to drive D&I throughout our organization to unlock the insights, imagination and innovation of our associates, as well as reflect the diversity of our clients and communities. We are a Dutch and European Top Employer and continually drive employment recognition and engagement through employee friendly policies and affinity groups such as “Women Empowered”, “Embrace LGBTQ+” and “Race Equality Network”.

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:

Cognizant 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 U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.

Our commitment to diversity and inclusion:

Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer:
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.