What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.
At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.
Position Summary:
This position under this nomination works as part of our client’s IT team which is managing Technical Support for end users and systems across ANZ region who use complex hardware and applications in a retail environment. This infrastructure and its uptime is a key enabler for the users to perform their job functions.
The position requires over 4 years of work experience in a technical support environment. This role requires understanding of the specific technology stack and the interfaces between custom hardware and application solutions, along with processes and procedures defined across the customer organization.
The role also requires understanding the hardware landscape, software architecture, installation & configuring of applications / software across environments, and playing the custodian role while delivering within the set Business SLA’s across a multi partner environment with minimal to nil downtime due to IT application or hardware in the customer environment.
Mandatory Skills:
•Level 1 technical support experience for a minimum of 4 years
•Knowledge of ITSM and ITIL process frameworks
•Certified ITIL professional
•IT support experience in Retail and Warehouse IT infrastructure environment - Hardware, applications and various servers
•Sound understanding of End to End Incident lifecycle management
•Proficiency in working with support tools of Service Now , SCCM , RDP, Citrix etc
•Hands on knowledge of access provisioning applications like Azure Admin, Google Admin and Active Directory
Duties and Responsibilities:
•Manage core health of IT applications like store central, SignIQ, R10 Central, Warehouse Management systems using Splunk
•Remediate issues wherever possible with the help of SCCM, RDP and Citrix
•Highlight incidents/request which breached deadlines.
•With the help of ITSM application like ServiceNow, highlight trends of issues reported
•Identify the root-cause of a failed incident and provide Corrective action and Preventive Actions through problem management on ServiceNow
•To keep the Process owners aware of what is impacting the business
•To be notified on all major Incidents that impact the business/revenue/tools/delivery
•To be in complete capacity of ensuring SLA are respected by all vendors
•Transitioning of new technologies from project to BAU, with complete hands-on expertise
•Store visits along with SDMs.
•Checking Active Directory and other cloud solutions like Azure Admin and Google admin for resolving access provisioning issues.
•Performing checks on Routers, Access Points, check-outs, registers, etc to keep the devices operating within thresholds
•Responsible for planning and coordinating all the activities required to perform, monitor, and report on incident management
•Responsible for communicating with the Incident Process owner
•Point of contact for all Major Incidents
•Manage escalated incidents to provide priority solution with timely follow ups & adequate communication
•Monitor the incidents to ensure that the Service Level Agreement are respected
•Identify, initiate, schedule and conduct incident reviews
•Provide guidance to the Incident Process Coordinators. Identification of New process and creation of documentation for the process
•Indulge in physical remediation for project related activities
•Act as back support to the extended team during BCP situation
Qualifications & Certifications:
•Minimum 4years experience in Technical Support Environment
•Must be a graduate
•ITIL-Foundation Certified
•Preferred acquaintance with ServiceDesk environment
•Proficiency in ServiceNow for day-to-day reporting and usage
Salary Range: $70,000 to $80,000
Date of Posting: 14-May-26
Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.
For a complete list of open opportunities with Cognizant, visit http://www.cognizant.com/careers. Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.
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.
