As an Incident and Problem Management Specialist, you will make an impact by maintaining operational stability across our multifaceted retail technology landscape. Your ability to lead high-impact issue resolution, prevent recurring disruptions, and drive continuous improvement will directly support seamless shopping experiences for millions of customers. This is your opportunity to make a tangible impact in a fast-paced, 24/7 retail environment by ensuring system resilience and service excellence. You will be a valued member of our Infrastructure Engineering Practice and work collaboratively with our Associate Director of Service Delivery. **In this** **role, you** **will** + Lead and manage theMajor Incident Management process, ensuring effective and timely resolution of critical incidents. + Coordinate partners involved in incident response, driving root cause analysis and corrective/preventive actions (CAPA). + Prioritize incidents based on urgency and business impact, ensuring minimal disruption to services. + Initiate, implement, and lead all aspects of the Incident and Problem Management lifecycle. + Respond to reported service incidents and facilitate the problem management process to identify root causes and implement solutions. + Facilitate structured problem solving processes and partner collaboratively across teams to identify long-term solutions. + Serve as a domain expert in ITIL practices, training and mentoring team members and promoting process consistency. + Leverage ITSM tools (preferably ServiceNow) to document, track, and analyze incidents and problems. + Coordinate with risk, configuration, and infrastructure teams to ensure accurate data and proactive incident readiness. + Support a 24/7/365 operation through rotating shifts, ensuring continuous coverage and support.. **What** **you’ll** **need to succeed (required** **skills)** + A proven track record of 6 or more years of managing critical incidents in enterprise environments. + At least 2 years' experience in structured problem management and root cause analysis. + Detailed understanding of ITIL disciplines including change, risk, configuration, and event management. + Top-tier experience using ITSM platforms; ServiceNow strongly preferred. + Solid grasp of CAPA (Corrective and Preventive Actions) methodology. + Outstanding familiarity with infrastructure and operations fundamentals. **What** **will help you stand out (preferred** **skills)** + ITIL Foundation certification required; higher certifications (Intermediate or Expert) is an added bonus. + Superb communication, coordination, and leadership skills. + Willingness to work rotating shifts as part of a 24/7 support model. At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you a unique applicant and help us see how you'd be beneficial to this role. Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future. **Working arrangements** We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days per week in a client or Cognizant office in Brampton, ON. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs. Note: 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. **Post closing** **date** Applications will be accepted until May 10, 2025. 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.