Director Major Incident Operations Cognizant Phoenix

Job Description:
Cognizant seeks a driven leader experienced at leading a team responsible for problem resolution efforts during customer impacting for critical incidents. The MIM Director would lead the team to exceed client’s expectations for all critical incidents throughout the U.S. They are a pro-active leader who partners with Major Incident Manager’s and client by providing long term strategies and processes for incident management. They must be a credible, impactful communicator between client and MIM team.

Must have successful track record of leading high-performing teams. The Major Incident Director has broad knowledge of all infrastructure towers and ITIL change process management and is able to work collaboratively with delivery managers with projects as well as drive innovative and best practice solutions that our client perceives to be best in class.
The MIM Director would lead the Problem Management function including review of and contribution to all RCAs (Root Cause Analysis) under their technical towers. They will also present RCAs to end customers. Reduction of incidents through effective problem management will also be a focus.

The work will be performed primarily from the Teaneck, NJ office, but travel to a customer location during a Major Incident will be required.
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15+ years of IT infrastructure services experience, preferably in Infrastructure Outsourcing with broad experience around all the towers
10+ years of senior management experience
Experience resolving P1 incidents in a multi-tenant environment
Strong managed desktop services or hosting / Remote infrastructure management pre-sales solution experience
Excellent Client facing skills, able to manage difficult or potentially stressful outage situations
Excellent written and oral communication skills
Ability to multitask and handle multiple assignments, simultaneously
Ability to manage deliverables across multiple internal and external organizations on a global basis
Extensive hands on experience in enterprise class environments
ITIL certification

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