Job Summary
Oversee and manage L1.5 project operations ensuring adherence to ITIL Change Management and Configuration Management processes for both hardware and software systems.
Demonstrate a clear understanding of the Software Development Life Cycle (SDLC) system testing and industry best practices.
Lead Release and Deployment Management activities coordinating with internal and external stakeholders.
Utilize ServiceNow for ticket triaging tracking and managing incidents and change requests.
Responsibilities
Take ownership of customer reported issues drive them to resolution and ensure high quality service delivery throughout the incident lifecycle.
Research diagnose and troubleshoot system issues escalating unresolved problems to appropriate teams following established procedures.
Maintain and update the knowledge base for resolution paths and known issues.
Prepare and present weekly and monthly ticket categorization reports during client calls.
Assist in training and mentoring junior Customer Support Representatives.
Work collaboratively with vendors and cross functional teams managing relationships across IT and business units.
Participate in bridge calls for P1 and P2 incidents ensuring end-to-end resolution and timely communication.
Manage and lead conference calls and meetings as required.
Support rotational shift operations as per business needs.
Required Skills and Experience
4 to 7 years of relevant experience in ITIL and Service Delivery Frameworks.
Proficiency in ITIL Change Incident and Problem Management for both infrastructure and application support.
2
Strong knowledge of ServiceNow ITSA and familiarity with the ServiceNow Portal.
Excellent verbal and written communication skills.
High-level understanding of IT infrastructure and operating systems.
Demonstrated ability to coordinate with multiple vendors and manage internal/external relationships.
Experience managing conference calls and presenting reports to clients.
Additional Details
Shift Day Shift (10 AM to 7 PM IST) with rotational shift requirements
Must Have
Project Management Tools (MS Office)
ISMO operational metrics awareness
SNoW Admin certification internal mandate
Course ServiceNow ITSM Processes Udemy Business
Certifications Required
ITIL certification mandate
INTRODUCTION TO SERVICE MANAGEMENT WITH ITIL 4
VERSION 1 ITIL V4 FOUNDATION
ITIL MOCK
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation 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.
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.
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.
