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Technical Lead

00069271281


Job Summary

Serve as a technical lead in a hybrid work model guiding remote desktop support and IT service management for Windows based environments across a global enterprise. Apply strong troubleshooting expertise to ensure stable and secure end user services while mentoring team members and optimizing support processes. Contribute domain awareness in life and annuities insurance to align technology services with business outcomes.


Responsibilities

  • Lead end user support operations for remote and onsite Windows based desktops to ensure timely and high quality service for business stakeholders across the enterprise.
  • Coordinate complex incident handling and request fulfillment through structured IT service management practices that drive predictable and reliable outcomes.
  • Guide root cause analysis for recurring desktop and application issues to reduce incident volumes and improve long term service stability.
  • Define and enhance service workflows in the IT service management platform to streamline ticket triage prioritization and resolution for the support team.
  • Oversee configuration and maintenance of Windows operating systems and core productivity tools to maintain secure and compliant end user environments.
  • Collaborate with infrastructure security and application teams to diagnose cross functional problems and deliver integrated technical solutions for end users.
  • Provide advanced technical escalation support for remote desktop tools user profiles and peripheral devices to minimize downtime and user disruption.
  • Document standard operating procedures troubleshooting playbooks and knowledge articles so that the support team can resolve issues efficiently and consistently.
  • Monitor service performance metrics such as response time resolution time and user satisfaction scores to identify trends and improvement opportunities.
  • Coordinate planned maintenance and change activities impacting user desktops ensuring appropriate communication validation and rollback planning.
  • Align technical decisions with organizational policies and regulatory expectations particularly where systems support life and annuities insurance processes.
  • Mentor support engineers by sharing technical guidance and practical troubleshooting techniques that raise overall team capability and confidence.
  • Support continuous improvement initiatives by evaluating new tools automation options and methods that enhance productivity and service reliability.


Qualifications

  • Possess extensive experience in IT service management with practical application of incident problem and change practices in a large enterprise context.
  • Demonstrate strong hands on expertise with Windows desktop environments including configuration patching performance tuning and application support.
  • Bring proven experience in remote desktop support including remote tools login issues profile management and connectivity troubleshooting.
  • Show familiarity with life and annuities insurance concepts so that technical solutions align with policy administration claims and customer service operations.
  • Communicate clearly with technical and nontechnical stakeholders using structured updates and documentation to support efficient decision making.
  • Apply analytical thinking and systematic troubleshooting methods to isolate root causes and propose durable solutions for complex support issues.
  • Exhibit ability to work effectively in a hybrid work model managing time collaboration and priorities across remote and office based interactions.

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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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, state or local laws.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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Over my 11-year Cognizant career, I’ve grown from being a Jr. Developer to an Engineering Director. With support from Cognizant and my mentors, I’ve also explored mobile development, data and AI. The opportunities here are endless.
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Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
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My managers and mentors have always been there to guide me, challenge me and give me the space and confidence to grow. When you have the right people around you, work becomes fun.
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