Job Title:
Incident Manager
Job Location :
Remote
- Canada
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
We are seeking an experienced Incident Management Practice Lead to design, implement, and continuously enhance enterprise Incident Management capabilities across a complex technology landscape. The successful candidate will lead strategic initiatives to improve service reliability, operational resilience, and incident response effectiveness through the adoption of AI-driven insights, automation, AIOps, and ITIL-aligned service management practices.
This role requires deep expertise in Service Now, Incident Management, ITSM processes, observability, and cross-functional collaboration with Engineering, SRE, Operations, and Business stakeholders. The ideal candidate will drive transformational improvements that reduce service disruptions, improve customer experience, and strengthen overall operational excellence.
Salary and Other Compensation:
The annual salary for this position is between $85,000 to $100,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
Key ResponsibilitiesLead the design, implementation, and continuous maturation of the enterprise Incident Management practice across technology and business operations.
Establish and optimize end-to-end Incident Management processes within Service Now to improve operational efficiency, consistency, governance, and scalability.
Drive the adoption of AI-enabled incident management capabilities including AIOps, predictive analytics, intelligent alerting, and workflow automation.
Define and implement operational frameworks aligned with ITIL 4 standards and industry best practices for Incident, Problem, Change, and Knowledge Management.
Partner with Engineering, Site Reliability Engineering (SRE), Infrastructure, and Application teams to strengthen monitoring, observability, event management, and service reliability strategies.
Drive measurable reductions in recurring incidents through data-driven analysis, root cause identification, and proactive service improvement initiatives.
Develop and maintain executive dashboards, KPI frameworks, and performance metrics including MTTR, SLA/SLO compliance, incident trends, automation coverage, and incident prevention effectiveness.
Lead major incident governance activities, ensuring effective coordination, communication, escalation management, and rapid restoration of business-critical services.
Facilitate seamless integration between Incident Management and related ITSM functions to enable end-to-end service management and continuous operational improvement.
Provide strategic leadership for operational resilience initiatives by identifying opportunities for automation, process optimization, and enhanced service stability across the enterprise.
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent experience will be considered.
Minimum 5+ years of experience in Incident Management, IT Operations, IT Service Management, or Operations Leadership roles.
Strong hands-on experience administering, configuring, and optimizing Service Now ITSM processes.
Deep knowledge of ITIL 4 principles and best practices.
Proven experience implementing AI-driven operational insights, automation, or AIOps solutions.
Experience working with observability platforms, monitoring solutions, event management tools, and distributed enterprise environments.
Strong understanding of Incident, Problem, Change, and Knowledge Management processes.
Demonstrated success driving operational transformations and continuous improvement programs.
Excellent stakeholder management, communication, and cross-functional collaboration skills.
Strong analytical and problem-solving capabilities with the ability to leverage operational metrics and AI-driven insights for decision-making
Experience implementing AIOps platforms and predictive analytics solutions.
Experience supporting healthcare or highly regulated enterprise environments.
ITIL Foundation or ITIL Managing Professional certification.
Service Now certifications.
Experience working with SRE practices and cloud-based operational environments.
Knowledge of SLA/SLO monitoring and service reliability…
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