Major Incident Manager

Job Title:

Major Incident Manager

Job Location:

Onsite
- Mountain View, CA, USA

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

We are seeking an enterprise-seasoned Major Incident Manager with a dedicated focus on Moveworks-driven issues within the Service Now platform. This is a proactive, high-ownership role for someone who is constantly ahead of the noise - identifying risk before it escalates, leading the organization through high-impact incidents with clarity, and ensuring no user is left waiting due to a process gap that could have been closed.

You will be the central coordination point for major incidents, working directly with Service Now teams, Moveworks integration owners, and technical service owners to drive rapid resolution and thorough root cause analysis.

Salary and Other Compensation:

The annual salary for this position is between $77,000 to $85,000 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.

In this role, you will

Major Incident Management & Escalation Response

* Own all major incident escalations end-to-end - engage immediately, establish incident bridges, assign roles, and drive resolution in coordination with Service Now teams, Moveworks integration POCs, and service owners

* Gather full incident context (impact scope, affected systems, business criticality, event timeline) within Service Now and maintain accurate, timely stakeholder communications throughout the lifecycle

* Lead post-incident reviews (PIRs) to produce structured root cause analysis (RCA) documentation and track all corrective action items through to closure

Service Now Platform Oversight (Moveworks-Driven Issues)

* Monitor Service Now incident and interaction queues for Moveworks-driven escalations, ensuring AI-generated or bot-escalated issues receive immediate human engagement and do not stall

* Partner with Service Now and Moveworks integration POCs to tune escalation pathways, improve integration behavior, and identify automation gaps impacting incident flow

* Analyze Service Now ticket data originating from Moveworks interactions to surface trends, failure points, and user experience friction

Queue Health & Proactive Escalation Prevention

* Continuously monitor Service Now incident, request, and interaction queues - intervening on unassigned, stalled, or at-risk tickets, particularly those originating from Moveworks

* Enforce queue hygiene standards: SLA adherence, assignment accuracy, priority alignment, and escalation criteria within Service Now; coordinate with service owners to address workload gaps

* Build and maintain dashboards that provide real-time visibility into queue status, SLA performance, and escalation risk, including tracking of Moveworks-related incidents

Process Improvement & ITSM Governance

* Define and continuously refine major incident procedures, escalation runbooks, and communication templates aligned with ITIL best practices, with specific consideration for Service Now workflows and Moveworks integration behavior

* Manage a Problem Management pipeline from recurring incidents, including those originating from Moveworks interactions - ensuring root causes are tracked, known errors documented, and systemic issues resolved at scale

* Analyze incident trends and escalation patterns within Service Now, translating data into actionable recommendations for IT leadership, including improvements to Moveworks-to-Service Now workflows

Stakeholder Communication & Leadership Engagement

* Deliver clear executive-level communications during active incidents including business impact assessments, resolution timelines, and post-incident briefings, with clarity on Moveworks-related impact

* Facilitate PIR meetings with senior leadership, presenting RCA findings and corrective action roadmaps; build strong relationships across Service Now teams, Moveworks stakeholders, and business units

What you'll need to succeed (required skills)

* 7+ years in IT Service Management with 3+ years in a dedicated Major Incident Manager or equivalent role

* Proven track record managing major incidents in large enterprise or Fortune 500 environments with complex, multi-team technology stacks

* Hands-on experience with enterprise ITSM platforms (Service Now, Jira Service Management, or equivalent);
Moveworks experience strongly preferred

* Expert-level ITIL incident, problem, and change management knowledge - ITIL v4 certification strongly preferred

* Strong RCA methodology skills; able to produce structured, evidence-based root cause analysis under time pressure

* Natural leader under pressure - calm, decisive, and self-directed; does not wait to be told there is a problem

* Exceptional communicator across executive, technical, and business audiences; experienced with dashboards, SLA metrics, and incident trend data

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