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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. 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 characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
