Job Duties:
- Serve as the first point of contact for customers regarding incidents and service requests.
- Perform hands-on troubleshooting for urgent issues.
- Ensure committed deliverables and service levels are met, coordinating between client and offshore team members.
- Act as the point of contact for escalations, addressing and taking corrective actions.
- Publish executive status reports with required metrics on a monthly and quarterly basis.
- Manage personnel and develop competencies to meet contractual commitments.
- Coordinate and schedule governance meetings with internal and external stakeholders.
- Assess delivery risks, report to client’s management, and mitigate with suitable actions post-approval from respective stakeholders.
- Plan and initiate continuous service improvements to achieve operational efficiencies based on historical, ongoing, and repeated incidents.
- Identify opportunities for possible automation.
Job Requirements:
- Over 10 years of IT working experience.
- Proficiency in Integration Middleware platforms and API Gateway.
- Hands-on experience in managing incidents with ITIL practices and SLA management.
- Strong communication skills to effectively liaise with different business units and lead coordinated efforts to resolve incidents.
- Excellent presentation skills to report and escalate issues to top management and handle problem management.
- Knowledge of project management methodologies and practices.
- Experience with Microsoft Azure PaaS components and solutions is a plus.
- Experience with application monitoring is highly advantageous.
- Proficiency in spoken English.
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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.
