Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of business operations. The Production Support & Operational Readiness Project Manager will lead production support governance and operational readiness activities for critical Enterprise Service Delivery tools, including Compass and related platforms supporting business enterprise customers. This role will serve as the bridge between business operations, technology teams, vendors, and end users to ensure stable production operations, effective ticket governance, continuous process improvement, and successful user adoption post-launch. The ideal candidate is a highly organized and proactive program manager who thrives in complex, fast-paced environments and can balance operational execution with strategic process improvement. This individual must be comfortable working across cross-functional teams, driving accountability, managing ambiguity, and supporting large-scale transformation initiatives.
Role Responsibilities
Production Support Governance
- Lead day-to-day production support governance for Enterprise Service Delivery tools and platforms.
- Manage ticket intake, triage, prioritization, escalation, and resolution tracking processes.
- Establish and maintain operational support procedures, SLAs, escalation paths, and reporting frameworks.
- Partner with technology and vendor teams to ensure timely resolution of production issues and defects.
- Differentiate and manage defects, user issues, and enhancement requests appropriately within governance processes.
Operational Readiness & User Support
- Support operational readiness activities for new enhancements, milestones, and feature deployments.
- Partner with business stakeholders to ensure successful onboarding and adoption of new enhancements and processes.
- Identify recurring user challenges and drive continuous improvement initiatives to improve the user experience.
AI-Enabled Support Strategy
- Support and enhance AI-driven intake and self-service support capabilities.
- Partner with internal teams to ensure AI support tools are leveraging current documentation, SRDs, training materials, and operational knowledge.
- Identify opportunities to reduce manual ticket volume through automation and process optimization.
Program & Stakeholder Management
- Act as liaison between business operations, technology teams, vendors, and leadership.
- Drive cross-functional alignment across multiple organizations with competing priorities.
- Facilitate operational meetings, issue reviews, support governance forums, and executive reporting.
- Escalate risks, blockers, and operational concerns proactively with recommended mitigation plans.
Reporting & Continuous Improvement
- Develop operational dashboards and reporting to track ticket trends, support metrics, SLA performance, and recurring production issues.
- Analyze support data to identify root causes, operational gaps, and opportunities for process improvement.
- Drive lessons learned and feedback loops into future releases, training strategies, and product enhancements.
Desired Skills & Experience
- At least a bachelor's degree is required
- 5+ years of relevant experience
Salary and Other Compensation:
Applications will be accepted until Month Day, Year.
The annual salary for this position is between $70,000 - $80,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
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.
