Job Summary
Seeking a proactive Problem Manager with 6+ years of ITSM experience to lead end-to-end Problem Management within CFS. Responsible for identifying recurring incidents conducting RCA and driving permanent fixes to improve service stability. Requires strong ITIL knowledge stakeholder management and collaboration across application infrastructure cloud network security and support teams to drive continuous service improvement and minimise business impact.
Responsibilities
Manage the end-to-end Problem Management process ensuring compliance with ITIL best practices and service governance.
Drive root cause analysis (RCA) and coordinate permanent corrective actions to eliminate recurring incidents.
Perform trend analysis on incidents and problems to identify improvement opportunities and enhance service stability.
Collaborate with cross-functional teams stakeholders and service delivery teams to reduce business impact and improve operational efficiency.
Prepare governance reports track KPIs/SLAs and lead continuous service improvement initiatives through process optimisation and automation.
Certifications Required
ITIL V4 Foundation certification required Agile or ServiceNow certification preferred
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.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
