Job Description
Role Summary
We are looking for a proactive and results-oriented Problem Manager with 6-8 years of experience in IT Service Management (ITSM) to lead enterprise Problem Management practices. The candidate will be responsible for driving root cause elimination, reducing recurring incidents, ensuring governance compliance, delivering insightful reporting, and fostering continual service improvement. The role requires strong stakeholder management, leadership capabilities, and the ability to work independently as an individual contributor while influencing cross-functional teams. The candidate should bring innovative value-add initiatives to improve service stability and operational excellence.
Key Responsibilities
Own the Problem Management lifecycle in alignment with ITIL/ITSM practices, including problem identification, prioritisation, investigation, resolution, and closure.
Drive proactive and reactive problem identification using incident trends, recurring issue analysis, monitoring insights, and operational data.
Lead Root Cause Analysis (RCA), track corrective and preventive actions, and ensure timely closure with clear ownership.
Maintain problem records, workarounds, known errors, and the Known Error Database (KEDB) with complete and accurate documentation.
Govern backlog, ageing, SLA/KPI adherence, risks, dependencies, escalations, and audit compliance.
Prepare and present dashboards, service reviews, executive reports, and actionable insights to stakeholders.
Collaborate with Incident, Major Incident, Change, Knowledge, technical, vendor, and business teams to prevent recurrence and improve service outcomes.
Drive Service Improvement Plans, automation, process optimisation, lessons learned, and measurable value-add initiatives.
Act as an individual contributor who demonstrates ownership, leadership, sound decision-making, and influence without direct authority.
Primary Skills
Problem Management
Governance & Reporting
Stakeholder Management
ITIL / ITSM Process Management
Root Cause Analysis (RCA)
Continual Service Improvement (CSI)
KPI / SLA Management
Service Improvement Planning
Leadership & Influencing Skills
Proactive Mindset
Individual Contributor
Executive Communication & Presentation Skills
Risk & Trend Analysis
Secondary Skills
Problem Management
Incident Management
Major Incident Management
Change Management
Knowledge Management
ServiceNow (or equivalent ITSM platform)
Automation & Process Optimization
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
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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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