Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of business operations. The Production Support & Operational Readiness Project Manager will lead production support governance and operational readiness activities for critical Enterprise Service Delivery tools, including Compass and related platforms supporting business enterprise customers. This role will serve as the bridge between business operations, technology teams, vendors, and end users to ensure stable production operations, effective ticket governance, continuous process improvement, and successful user adoption post-launch. The ideal candidate is a highly organized and proactive program manager who thrives in complex, fast-paced environments and can balance operational execution with strategic process improvement. This individual must be comfortable working across cross-functional teams, driving accountability, managing ambiguity, and supporting large-scale transformation initiatives.
Role Responsibilities
Production Support Governance
- Lead day-to-day production support governance for Enterprise Service Delivery tools and platforms.
- Manage ticket intake, triage, prioritization, escalation, and resolution tracking processes.
- Establish and maintain operational support procedures, SLAs, escalation paths, and reporting frameworks.
- Partner with technology and vendor teams to ensure timely resolution of production issues and defects.
- Differentiate and manage defects, user issues, and enhancement requests appropriately within governance processes.
Operational Readiness & User Support
- Support operational readiness activities for new enhancements, milestones, and feature deployments.
- Partner with business stakeholders to ensure successful onboarding and adoption of new enhancements and processes.
- Identify recurring user challenges and drive continuous improvement initiatives to improve the user experience.
AI-Enabled Support Strategy
- Support and enhance AI-driven intake and self-service support capabilities.
- Partner with internal teams to ensure AI support tools are leveraging current documentation, SRDs, training materials, and operational knowledge.
- Identify opportunities to reduce manual ticket volume through automation and process optimization.
Program & Stakeholder Management
- Act as liaison between business operations, technology teams, vendors, and leadership.
- Drive cross-functional alignment across multiple organizations with competing priorities.
- Facilitate operational meetings, issue reviews, support governance forums, and executive reporting.
- Escalate risks, blockers, and operational concerns proactively with recommended mitigation plans.
Reporting & Continuous Improvement
- Develop operational dashboards and reporting to track ticket trends, support metrics, SLA performance, and recurring production issues.
- Analyze support data to identify root causes, operational gaps, and opportunities for process improvement.
- Drive lessons learned and feedback loops into future releases, training strategies, and product enhancements.
Desired Skills & Experience
- At least a bachelor's degree is required
- 5+ years of relevant experience
Salary and Other Compensation:
Applications will be accepted until Month Day, Year.
The annual salary for this position is between $70,000 - $80,000 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 salary, other 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.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
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 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.
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.
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.
