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