Job Description
Role Summary
We are looking for a proactive and results-oriented Problem Manager with 6-8 years of experience in IT Service Management (ITSM) to lead enterprise Problem Management practices. The candidate will be responsible for driving root cause elimination, reducing recurring incidents, ensuring governance compliance, delivering insightful reporting, and fostering continual service improvement. The role requires strong stakeholder management, leadership capabilities, and the ability to work independently as an individual contributor while influencing cross-functional teams. The candidate should bring innovative value-add initiatives to improve service stability and operational excellence.
Key Responsibilities
Own the Problem Management lifecycle in alignment with ITIL/ITSM practices, including problem identification, prioritisation, investigation, resolution, and closure.
Drive proactive and reactive problem identification using incident trends, recurring issue analysis, monitoring insights, and operational data.
Lead Root Cause Analysis (RCA), track corrective and preventive actions, and ensure timely closure with clear ownership.
Maintain problem records, workarounds, known errors, and the Known Error Database (KEDB) with complete and accurate documentation.
Govern backlog, ageing, SLA/KPI adherence, risks, dependencies, escalations, and audit compliance.
Prepare and present dashboards, service reviews, executive reports, and actionable insights to stakeholders.
Collaborate with Incident, Major Incident, Change, Knowledge, technical, vendor, and business teams to prevent recurrence and improve service outcomes.
Drive Service Improvement Plans, automation, process optimisation, lessons learned, and measurable value-add initiatives.
Act as an individual contributor who demonstrates ownership, leadership, sound decision-making, and influence without direct authority.
Primary Skills
Problem Management
Governance & Reporting
Stakeholder Management
ITIL / ITSM Process Management
Root Cause Analysis (RCA)
Continual Service Improvement (CSI)
KPI / SLA Management
Service Improvement Planning
Leadership & Influencing Skills
Proactive Mindset
Individual Contributor
Executive Communication & Presentation Skills
Risk & Trend Analysis
Secondary Skills
Problem Management
Incident Management
Major Incident Management
Change Management
Knowledge Management
ServiceNow (or equivalent ITSM platform)
Automation & Process Optimization
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.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
