Technical Lead, Bangalore, Karnataka, India

Job Summary

The technical lead will design enhance and support AI enabled chatbot and service desk solutions for a global enterprise environment ensuring stable incident management workflows and high quality user support. The role focuses on Service Now platform integration Windows based operations and networking fundamentals while working fully from office in a day shift in a French speaking environment.

Responsibilities

Drive the design and continuous improvement of AI enabled chatbot workflows that streamline service desk interactions and reduce incident resolution time for business users.
Coordinate technical activities for incident management across networking and Windows environments to ensure timely restoration of services with minimal business disruption.
Implement and optimize conversational flows in AI enabled chatbot solutions so that users receive accurate and context aware responses in French and other configured languages.
Configure and enhance Service Now modules for incident request and knowledge management to support standardized service desk processes and reporting needs.
Analyze incident trends across network Windows and application domains to propose preventive actions that reduce recurring issues and improve platform reliability.
Collaborate closely with service desk analysts to understand pain points refine chatbot intents and improve routing logic for faster issue resolution.
Develop and maintain technical documentation for chatbot configurations Service Now workflows and incident handling runbooks to ensure consistent operations across teams.
Support Windows based endpoint and server environments by performing incident triage basic troubleshooting and escalation coordination according to defined service levels.
Work with networking teams to validate connectivity related incidents document findings and ensure that service desk has clear guidance for common network issues.
Provide clear and professional communication in French and English to stakeholders during incident lifecycle status updates and post incident reviews.
Monitor key performance indicators for service desk and chatbot usage such as response times and user satisfaction and propose targeted improvements based on data insights.
Ensure strict adherence to organization policies security standards and compliance requirements while handling user data within chatbot and Service Now solutions.
Participate in knowledge sharing sessions and contribute to knowledge base articles that help service desk teams resolve incidents more efficiently.

Qualifications

Demonstrate solid experience working with AI enabled chatbot platforms or frameworks where intent design training data preparation and continuous tuning were core responsibilities.
Show proven hands on expertise with Service Now including configuration of incident request and knowledge modules and integration with related IT service management tools.
Exhibit working knowledge of incident management practices following common industry frameworks with emphasis on impact assessment prioritization and escalation paths.
Display practical experience supporting Windows environments including basic troubleshooting for user endpoints servers and core productivity tools.
Possess foundational understanding of networking concepts such as IP addressing routing switching and connectivity diagnostics relevant to service desk scenarios.
Communicate fluently as a native level French speaker with strong reading writing and speaking capabilities suitable for user facing support and documentation.
Apply strong analytical and problem-solving skills to interpret incident data identify patterns and translate findings into actionable technical improvements.

First point of contact for users customers reporting service disruption or requesting service
Recording classifying matching routing resolving (unless assigned to other support groups) and closing incidents
Monitor Follow up action incidents & Service requests
Provide customer updates as required resolve tickets
Provide detailed documentation in call logging system
Take ownership and responsibility for problems for clients technical issues
Increase knowledge base by passing new issue resolution information to Service Desks Knowledge Administrator through the established Missing Knowledge process
Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
Maintain a high level of Quality Customer Service.

Certifications Required

ITIL Foundation certification is a plus.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.