Job Summary
This role is for a Systems Engineer with two to four years of experience focusing on incident management and service desk operations in a work from office rotational shift environment. The role involves resolving technology issues stabilizing services and enhancing user satisfaction while supporting reliable and secure business operations for a global organization.
Responsibilities
- Manage end to end incident handling activities by logging triaging and tracking incidents to ensure stable and reliable technology services for all business users.
- Coordinate with cross functional technical teams to analyze incident trends and implement corrective actions that reduce recurring issues and improve system resilience.
- Provide timely technical support to end users through the service desk by troubleshooting hardware software and network issues in a professional and efficient manner.
- Maintain accurate and detailed documentation of incidents requests and resolutions in the service desk tool to support audit readiness and continuous improvement.
- Collaborate with stakeholders to prioritize incidents based on business impact and urgency ensuring that critical services are restored within agreed timelines.
- Monitor system alerts and service health dashboards to proactively identify issues and initiate incident records before they impact business operations.
- Execute standard operating procedures for incident escalation and communication ensuring that impacted users receive clear updates throughout the incident lifecycle.
- Perform root cause analysis for significant incidents and contribute to post incident review reports that capture learnings and preventive measures.
- Support the implementation of knowledge articles and troubleshooting guides that empower service desk teams and users to resolve recurring issues more efficiently.
- Adhere to defined service level agreements and operational level agreements by tracking response and resolution times for all incidents and service requests.
- Participate in rotational shifts in a work from office model by providing consistent coverage across business hours and off hours as required by operational needs.
- Contribute to process improvement initiatives by suggesting practical changes in workflows tools or documentation that enhance service quality and user experience.
- Support compliance with organizational policies and security standards by following approved procedures while handling user access configurations and incident resolutions.
Qualifications
- Possess professional experience of two to four years in systems engineering or technical support roles with a strong focus on service desk and incident management activities.
- Demonstrate hands on expertise in using enterprise service desk tools and incident tracking systems to manage tickets categorize issues and maintain accurate records.
- Apply sound troubleshooting skills across operating systems common enterprise applications and basic networking concepts to resolve user issues effectively.
- Communicate clearly and empathetically with users and technical teams by explaining issues gathering information and documenting outcomes in a structured manner.
- Exhibit strong analytical thinking and problem solving abilities by identifying patterns in incidents and recommending practical solutions that reduce future disruptions.
- Adapt effectively to rotational shift schedules and a work from office environment while maintaining consistent performance and focus on service quality.
Certifications Required
ITIL Foundation Certification or equivalent entry level IT service management certification is preferred for this systems engineer role.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
