Job Summary
Oversee and manage L1.5 project operations ensuring adherence to ITIL Change Management and Configuration Management processes for both hardware and software systems.
Demonstrate a clear understanding of the Software Development Life Cycle (SDLC) system testing and industry best practices.
Lead Release and Deployment Management activities coordinating with internal and external stakeholders.
Utilize ServiceNow for ticket triaging tracking and managing incidents and change requests.
Responsibilities
Take ownership of customer reported issues drive them to resolution and ensure high quality service delivery throughout the incident lifecycle.
Research diagnose and troubleshoot system issues escalating unresolved problems to appropriate teams following established procedures.
Maintain and update the knowledge base for resolution paths and known issues.
Prepare and present weekly and monthly ticket categorization reports during client calls.
Assist in training and mentoring junior Customer Support Representatives.
Work collaboratively with vendors and cross functional teams managing relationships across IT and business units.
Participate in bridge calls for P1 and P2 incidents ensuring end-to-end resolution and timely communication.
Manage and lead conference calls and meetings as required.
Support rotational shift operations as per business needs.
Required Skills and Experience
4 to 7 years of relevant experience in ITIL and Service Delivery Frameworks.
Proficiency in ITIL Change Incident and Problem Management for both infrastructure and application support.
2
Strong knowledge of ServiceNow ITSA and familiarity with the ServiceNow Portal.
Excellent verbal and written communication skills.
High-level understanding of IT infrastructure and operating systems.
Demonstrated ability to coordinate with multiple vendors and manage internal/external relationships.
Experience managing conference calls and presenting reports to clients.
Additional Details
Shift Day Shift (10 AM to 7 PM IST) with rotational shift requirements
Must Have
Project Management Tools (MS Office)
ISMO operational metrics awareness
SNoW Admin certification internal mandate
Course ServiceNow ITSM Processes Udemy Business
Certifications Required
ITIL certification mandate
INTRODUCTION TO SERVICE MANAGEMENT WITH ITIL 4
VERSION 1 ITIL V4 FOUNDATION
ITIL MOCK
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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