Job Summary
This role is for a Systems Engineer with two to four years of experience focusing on incident management and service desk operations in a work from office rotational shift environment. The role involves resolving technology issues stabilizing services and enhancing user satisfaction while supporting reliable and secure business operations for a global organization.
Responsibilities
- Manage end to end incident handling activities by logging triaging and tracking incidents to ensure stable and reliable technology services for all business users.
- Coordinate with cross functional technical teams to analyze incident trends and implement corrective actions that reduce recurring issues and improve system resilience.
- Provide timely technical support to end users through the service desk by troubleshooting hardware software and network issues in a professional and efficient manner.
- Maintain accurate and detailed documentation of incidents requests and resolutions in the service desk tool to support audit readiness and continuous improvement.
- Collaborate with stakeholders to prioritize incidents based on business impact and urgency ensuring that critical services are restored within agreed timelines.
- Monitor system alerts and service health dashboards to proactively identify issues and initiate incident records before they impact business operations.
- Execute standard operating procedures for incident escalation and communication ensuring that impacted users receive clear updates throughout the incident lifecycle.
- Perform root cause analysis for significant incidents and contribute to post incident review reports that capture learnings and preventive measures.
- Support the implementation of knowledge articles and troubleshooting guides that empower service desk teams and users to resolve recurring issues more efficiently.
- Adhere to defined service level agreements and operational level agreements by tracking response and resolution times for all incidents and service requests.
- Participate in rotational shifts in a work from office model by providing consistent coverage across business hours and off hours as required by operational needs.
- Contribute to process improvement initiatives by suggesting practical changes in workflows tools or documentation that enhance service quality and user experience.
- Support compliance with organizational policies and security standards by following approved procedures while handling user access configurations and incident resolutions.
Qualifications
- Possess professional experience of two to four years in systems engineering or technical support roles with a strong focus on service desk and incident management activities.
- Demonstrate hands on expertise in using enterprise service desk tools and incident tracking systems to manage tickets categorize issues and maintain accurate records.
- Apply sound troubleshooting skills across operating systems common enterprise applications and basic networking concepts to resolve user issues effectively.
- Communicate clearly and empathetically with users and technical teams by explaining issues gathering information and documenting outcomes in a structured manner.
- Exhibit strong analytical thinking and problem solving abilities by identifying patterns in incidents and recommending practical solutions that reduce future disruptions.
- Adapt effectively to rotational shift schedules and a work from office environment while maintaining consistent performance and focus on service quality.
Certifications Required
ITIL Foundation Certification or equivalent entry level IT service management certification is preferred for this systems engineer role.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
