Job Summary
This hybrid role is for a Technical Lead specializing in service desk and application support with experience between four and eight years who will guide complex incident resolution optimize support workflows and enhance user satisfaction across global business units while aligning technology operations with enterprise standards and sustainable outcomes.
Responsibilities
- Drive efficient handling of service desk tickets by monitoring queues prioritizing critical requests and coordinating timely resolution to maintain high service availability and user satisfaction.
- Oversee day to day service desk operations by ensuring consistent application support coverage adherence to response targets and clear communication with stakeholders across business functions.
- Provide advanced technical troubleshooting for recurring incidents by analyzing root causes coordinating fixes with application teams and documenting sustainable workarounds to reduce repeat issues.
- Guide continuous improvement initiatives by reviewing incident and request trends identifying process gaps and implementing changes that increase stability and reduce support effort.
- Coordinate with cross functional teams by aligning application support activities with infrastructure security and business units to ensure a consistent and secure user experience in a hybrid work model.
- Implement structured knowledge management by creating and updating solution articles standard operating procedures and runbooks that enable faster ticket resolution and consistent service quality.
- Monitor key performance indicators for the service desk by tracking metrics such as response times resolution rates and customer feedback to drive data informed improvements.
- Conduct detailed impact assessments for application incidents by evaluating affected users business processes and dependencies to support effective prioritization and communication strategies.
- Ensure compliance with organizational policies by applying standard change and release practices to application support activities and maintaining clear records within service management tools.
- Collaborate with product and application owners by sharing user feedback incident insights and enhancement needs that influence roadmaps and improve the overall reliability of supported services.
- Develop and deliver targeted guidance for team members by providing constructive feedback on case handling documentation quality and communication practices to elevate overall support excellence.
- Align daily activities with organizational purpose by supporting applications that enable core business operations enhance employee productivity and contribute to reliable digital services for customers and communities.
- Adapt support practices to a hybrid working environment by using collaboration tools structured handovers and clear status reporting to ensure continuity of service regardless of work location.
Qualifications
- Require proven experience in service desk operations across four to eight years with a strong focus on incident management request fulfillment and customer centric communication.
- Require solid application support expertise that includes investigating issues across multiple layers coordinating fixes with technical teams and validating resolutions in line with agreed procedures.
- Require hands on proficiency with common service management tools and ticketing platforms used to log track and report on incidents problems and service requests.
- Require strong analytical capability to interpret service desk data identify recurring patterns and propose actions that address root causes and improve service reliability.
- Require clear and inclusive communication skills that enable effective interaction with users peers and management across diverse backgrounds and technical knowledge levels.
- Nice to have exposure to automation or scripting capabilities that streamline repetitive service desk tasks and contribute to faster and more reliable support outcomes.
- Nice to have familiarity with industry frameworks for service management that influence structured processes for incident handling change control and continual improvement.
- Nice to have experience in hybrid or distributed support environments that rely on digital collaboration tools virtual meetings and detailed written documentation for effective coordination.
Certifications Required
ITIL Foundation certification or equivalent service management certification is preferred for this technical lead role.
La communauté Cognizant :
Nous sommes une équipe de professionnels dont les membres s'apprécient et se soutiennent mutuellement. Nos collaborateurs sont les garants d'un lieu de travail dynamique, collaboratif et inclusif où chacun peut s'épanouir.
- Cognizant est une communauté mondiale qui compte plus de 300 000+ collaborateurs dans le monde entier.
- Nous ne nous contentons pas de rêver de façons idéales, nous apportons des améliorations concrêtes
- Nous prenons soin de nos collaborateurs, de nos clients, de notre entreprise, de nos communautés et du climat, en faisant ce qui est juste.
- Nous favorisons un environnement innovant où vous pouvez construire le plan de carrière qui vous convient.
À propos de nous :
Cognizant (NASDAQ : CTSH) est un concepteur d’IA et un fournisseur de services technologiques. Avec notre gamme de solutions IA full-stack, nous accompagnons nos clients au carrefour de l’investissement dans l’IA et de la valeur ajoutée. Notre grande expertise sectorielle, des processus et de l’ingénierie nous permet de convertir le contexte propre à chaque entreprise en systèmes technologiques amplificateurs du potentiel humain, générateurs de résultats tangibles et garants de l’avantage des acteurs internationaux dans un monde en constante évolution. Découvrez notre méthode sur www.cognizant.com ou suivez @cognizant.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Mentions légales :
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.