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.

Job Description:

Situational awareness of all critical outages

Acting as a key point of contact for all major outages or any help required by customer/support groups

Monitoring Acknowledging chats/emails/texts and managing issues reported via hotline

Providing feedback to team members on their performance (call handling, communications, following process, ETC.)

Participating/Hosting/Facilitating and Leading technical bridges for critical outages, Post Critical reviews and daily stand up calls

Participating in meetings with outside groups regarding upcoming initiatives, maintenance, changes, ETC

Working closely with customer to align and obtain their approval on new process initiatives or process change

Preparing data/deck/analysis for Weekly/Monthly Business reviews

Maintaining and Updating consolidated outage list handled by team in excel and Power BI

Maintaining/Updating process/knowledge documents/SharePoint

***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.

Situational awareness of all critical outages

Acting as a key point of contact for all major outages or any help required by customer/support groups

Monitoring Acknowledging chats/emails/texts and managing issues reported via hotline

Providing feedback to team members on their performance (call handling, communications, following process, ETC.)

Participating/Hosting/Facilitating and Leading technical bridges for critical outages, Post Critical reviews and daily stand up calls

Participating in meetings with outside groups regarding upcoming initiatives, maintenance, changes, ETC

Working closely with customer to align and obtain their approval on new process initiatives or process change

Preparing data/deck/analysis for Weekly/Monthly Business reviews

Maintaining and Updating consolidated outage list handled by team in excel and Power BI

Maintaining/Updating process/knowledge documents/SharePoint

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