About the role:
As a Service Operations Manager, you will make an impact by ensuring stability, performance, and continuous improvement of critical business applications and service operations. You will be a valued member of the SEG Software Engineering AMS team and work collaboratively with client stakeholders, support teams, engineering teams, and cross-functional partners to deliver high-quality service management and operational excellence.
In this role, you will:
- Oversee the full lifecycle of ServiceNow incidents, problems, changes, and service requests to ensure timely resolution and service continuity.
- Lead daily operational reviews and client stand-up meetings to communicate issue status, priorities, and planned activities.
- Deliver Monthly Service Reviews (MSRs), presenting service metrics, key performance indicators, trends, and opportunities for improvement.
- Monitor production incidents and recurring issues, driving root cause analysis, problem management, and automation initiatives to reduce operational risk.
- Manage and support multiple integrated applications, ensuring the reliable operation of data feeds, scheduled jobs, and critical business processes.
- Troubleshoot application and system-level issues using monitoring, logging, and alerting tools.
- Partner with cross-functional teams to resolve complex issues and improve overall service delivery effectiveness.
- Drive continuous improvement and maintain operational documentation to support compliance, knowledge management, and service excellence.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 4 days per week in a client or Cognizant office in Phoenix, Arizona. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- Strong understanding of ITSM processes including Incident, Problem, Change, and Request Management.
- Experience independently analyzing and resolving high-priority production incidents (P1/P2).
- Proven production supports experience in retail or eCommerce environments.
- Experience managing critical incidents and communicating effectively with business and technical stakeholders.
- Experience supporting enterprise applications and integrated system environments.
- Knowledge of ServiceNow and operational support best practices.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience working with React JS and Node JS applications.
These will help you stand out
- Exposure to cloud operations and cloud-based production support environments.
- Experience implementing automation and operational efficiency initiatives.
- Knowledge of service performance reporting, KPI tracking, and executive-level presentations.
- Experience supporting large-scale retail technology ecosystems.
- Ability to lead cross-functional teams and influence stakeholders across multiple business areas.
Salary and Other Compensation
· Applications will be accepted until 11/20/2026
· The annual salary for this position is between $117,000 to $135,000 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
· 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
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.
