Job Summary
The Technical Lead will play a pivotal role in managing and supporting service desk applications and incident management processes within the Media and Entertainment domain. This hybrid role requires expertise in ensuring seamless operations resolving technical issues and driving efficiency in day-to-day activities.
Responsibilities
- Manage and oversee service desk application support to ensure smooth and uninterrupted operations for end-users in the Media and Entertainment domain.
- Provide timely resolution to incidents reported ensuring adherence to predefined SLAs and maintaining high customer satisfaction levels.
- Collaborate with cross-functional teams to identify analyze and resolve technical issues related to service desk applications.
- Develop and implement best practices for incident management processes to enhance operational efficiency and minimize downtime.
- Monitor system performance and proactively address potential issues to prevent service disruptions.
- Support the creation and maintenance of documentation for incident management and service desk processes to ensure knowledge sharing and consistency.
- Conduct regular audits of service desk operations to identify areas for improvement and implement corrective actions.
- Train and mentor team members on incident management protocols and service desk application usage to build a skilled and efficient team.
- Work closely with stakeholders in the Media and Entertainment domain to understand their requirements and provide tailored solutions.
- Ensure compliance with organizational policies and industry standards while managing service desk operations.
- Participate in regular meetings with stakeholders to review incident trends and propose strategies for improvement.
- Drive innovation and continuous improvement initiatives to enhance the quality of service desk support and incident management.
- Utilize analytical tools to generate reports and insights on incident patterns helping the organization make informed decisions.
Qualifications
- Possess strong expertise in incident management processes and service desk application support with a proven track record in resolving technical issues effectively.
- Demonstrate a deep understanding of the Media and Entertainment domain including its unique operational challenges and requirements.
- Exhibit excellent problem-solving skills and the ability to work under pressure to meet deadlines and SLAs.
- Showcase strong communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
- Have a proactive approach to identifying and addressing potential issues before they escalate into major problems.
- Display proficiency in creating and maintaining documentation for service desk and incident management processes.
- Bring a minimum of 4 years and a maximum of 7 years of relevant experience in technical support roles within the Media and Entertainment domain.
- Show adaptability to a hybrid work model and the ability to manage tasks efficiently during day shifts.
- Demonstrate a commitment to continuous learning and staying updated on industry trends and best practices.
- Possess the ability to train and mentor team members fostering a culture of knowledge sharing and collaboration.
- Exhibit strong analytical skills to generate actionable insights from incident data and drive improvements.
- Ensure alignment with organizational goals and contribute to the overall success of the company through effective technical support.
The protection of your personal data is important to us. Before you proceed with your application please carefully read Cognizant's Privacy Notice to understand what personal data we collect when you apply, what we do with your data, and what rights you have. [ Link of Cognizant's Data Privacy - Link to Cognizant's Privacy Notice: cognizant.com/en_us/general/documents/Cognizant_Candidate_Privacy_Notice.pdf ]
I hereby confirm that I have read and understood Cognizant's Candidate Privacy Notice. I am also giving consent to the processing of my personal data for the purposes outlined in the notice. I acknowledge, that I have read, understood, and have given my consent to the terms stated on the Candidate's Privacy Notice, including those related to sharing of my personal information with third parties and to cross-border transfer of such personal information.
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.
