Major Incident Manager (MIM)

Role Overview

The Major Incident Manager (MIM) isresponsible 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 heat maps.

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

SLA & Governance Expectations

. Acknowledge P1/P2 incidents within 30minutes.

. 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

Expected Outcomes

. Reduced MTTR for critical incidents

. Zero SLA breaches for P1/P2 incidents

. Improved stakeholder confidence through disciplined incident governance