Incident Coordinator

Major Incident Coordinator

We are seeking a highly skilled and proactive Major Incident Coordinator to lead and coordinate high-severity incident response efforts across our IT operations. This role is critical to ensuring rapid resolution of SEV1/SEV2 incidents, maintaining service continuity, and minimizing business impact. The ideal candidate will have strong leadership, communication, and coordination skills, with a proven ability to manage complex incidents in high-pressure environments.

In this role, you will:

Incident Leadership:

Lead SEV1/SEV2 incident bridges with 24x7x365 on-call availability, ensuring structured facilitation and timely resolution.

Role Assignment & Facilitation:

Assign key roles during incident calls (e.g., timeline tracker, business impact lead) and maintain cadence of updates to leadership and stakeholders.

Impact Assessment:

Determine severity levels using impact matrices and escalate as needed based on evolving business impact.

Stakeholder Engagement:

Gather and validate business impact statements from affected lines of business (LOBs) and ensure clear communication across technical and business teams.

Root Cause Analysis & Problem Management:

Facilitate RCA sessions and initiate Problem Review Board (PRB) processes. Document lessons learned and track remediation efforts to closure.

Operational Readiness:

Ensure readiness of incident response processes, tools, and teams. Drive continuous improvement initiatives based on incident trends and feedback.

Required skills: What you need to be considered

Experience:

510 years in IT operations, incident management, or service delivery roles.

Incident Management Expertise:

Proven experience leading high-severity incident bridges and coordinating across diverse teams.

Communication Skills:

Excellent verbal and written communication skills, with the ability to deliver clear updates to executives and technical teams.

Technical Tools:

Familiarity with monitoring tools, ticketing systems (e.g., ServiceNow, mTE), and collaboration platforms.

Decision-Making:

Strong judgment and decision-making skills under pressure, with a focus on minimizing impact and restoring services quickly.

Team Coordination:

Ability to work effectively across technical and business teams, driving accountability and resolution.

Preferred skills: What will help you stand out

ITIL certification or equivalent experience in structured incident and problem management.

Experience in enterprise-scale environments with complex infrastructure and application landscapes.

Familiarity with automation and reporting tools for incident tracking and analysis.

Salary and other compensation: The annual salary for this position is between $49,001 to $92,500 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.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Work model: At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client office at Hartford, Connecticut, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.