IT Service Management (ITSM) Manager
Location :- Palo Alto, California ( 100% Onsite )
Roles/Responsibilities :-
Overseeing daily ticket operations across multiple IT teams
● Ensuring tickets are routed to the appropriate teams quickly
● Driving SLA compliance
● Reducing backlog and preventing backlog growth
● Identifying operational bottlenecks
● Leading Problem Management through root cause analysis
● Owning Change Management governance
● Improving Incident Management maturity
● Coaching and developing Level 1 support staff
● Increasing first-contact resolution
● Expanding the knowledge base
● Identifying automation opportunities to reduce manual work
● Partnering with engineering teams to automate repetitive requests and incidents
● Building operational dashboards and reporting for leadership
● Driving continual service improvement across Enterprise IT
Mandatory Skills (Top 5 Keywords or skills) | |||
Years of Experience | Expert | ||
| 12 | Yes | |
| 10 | Yes | |
| 10 | Yes | |
| 10 | Yes | |
| 8 | Yes |
The Salary for this position will be 99,000 and 116 000 yearly 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 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.
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.
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.
