**Major Incident Management Lead - Chennai** Job Overview: + This position requires a highly skilled and experienced Major Incident Manager to oversee and coordinate the response to critical incidents within Gilead. + The ideal candidate will possess exceptional leadership qualities, a strong understanding of IT service management principles, and a proven track record of effectively managing major incidents to minimize business impact. + This role requires a strategic thinker who can work collaboratively across teams to develop and implement best practices for incident response and resolution. Responsibilities: + Part of the Major Incident Management team in promptly identifying, assessing, and managing critical incidents that disrupt business operations or services. + Develop and maintain a comprehensive Major Incident Management process, including escalation procedures, communication protocols, and post-incident reviews. + Establish and maintain relationships with key stakeholders, including IT teams, business units, and external vendors, to ensure effective coordination and communication during major incidents. + Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the Major Incident Management process, leveraging incident data and metrics for insights. + Provide guidance and mentorship to team members, fostering a culture of collaboration, accountability, and continuous learning. + Conduct regular training exercises and simulations to prepare teams for responding to major incidents effectively. + Act as a point of escalation for complex or high-impact incidents, ensuring timely resolution and minimal disruption to business operations. + Collaborate with other ITSM functions, such as Problem Management and Change Management, to identify and address underlying issues contributing to recurring incidents. + Stay abreast of industry trends, best practices, and emerging technologies related to incident management and IT service delivery. Qualifications: + 6+ years of experience in IT service management, with a focus on major incident management. + Strong understanding of ITIL framework and its application in managing major incidents. + Proven leadership experience, including the ability to lead and motivate teams in high-pressure situations. + Excellent communication skills, with the ability to effectively convey technical information to non-technical stakeholders. + Analytical mindset with the ability to analyze incident data, identify trends, and drive improvements. + Experience working with incident management tools and systems (e.g., ServiceNow, Remedy). + Relevant certifications such as ITIL Foundation, ITIL Practitioner, or ITIL Expert (good to have) + Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously. Strong problem-solving skills and the ability to remain calm and focused during crisis situations Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.