Production Support Portfolio Lead (Hybrid), Ohio, Illinois, United States

Production Support Portfolio Lead (Hybrid)

Important Disclaimers:

**Please note: A few of our roles may require in-person interviews at Cognizant offices or client locations, depending on project or client needs.**

**Candidate must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future**

In this role, you will:

The Production Support Portfolio Lead is responsible for end-to-end operational health of a 16-application portfolio.
This role owns incident reduction strategy, cross-team escalation management, and engineering-partnership for a portfolio that generates approximately 1,100 incidents over a 5-month window.
We are looking for a lead who can combine deep ITSM operational experience with analytical rigor, stakeholder communication skills, and a proactive improvement mindset to convert reactive incident patterns into permanent fixes.

Work model: Hybrid
Location: Ohio - IL

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 3 days a week in a client or Cognizant office in Ohio, IL. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

What you need to have to be considered:

ITSM Expertise — Hands-on experience with incident, problem, and change management disciplines (ITIL certified), with a proven track record managing high-volume incident environments of 1,000+ tickets across multi-application portfolios.
Primary Stack Proficiency (.NET / MSSQL / VB.NET) — Strong working knowledge of .NET, MS SQL Server, and VB.NET sufficient to review code, run diagnostic queries, guide technical fixes, and have credible conversations with engineering teams during P1/P2 incidents.
Incident Reduction & Problem Management — Demonstrated ability to move beyond reactive firefighting by conducting RCA, identifying recurring failure patterns, and driving permanent fixes through engineering backlogs.
Portfolio-Scale Application Management — Experience simultaneously overseeing 10+ applications in production, managing SLA compliance, prioritizing cross-application incidents, and maintaining overall operational health across a diverse technology landscape.
Cross-Team Escalation & Stakeholder Management — Ability to lead war-room calls, manage client-facing escalations, and bridge communication between support teams, engineering leads, and senior business stakeholders under pressure.
Analytical & Reporting Capability — Proficiency in extracting and interpreting incident data to produce meaningful KPI dashboards, trend reports, and executive health scorecards using tools like Excel or Power BI.
Legacy Application Support Awareness — Functional familiarity with legacy technologies (VB.NET, MS Access, WebSpeed/Progress) to triage issues, coordinate fixes, and assess modernization risk without being solely dependent on niche specialists.
Continuous Improvement Mindset — Proven ability to apply structured improvement methodologies (Lean, Kaizen, or equivalent) to convert operational pain points into measurable, sustainable reductions in incident volume and resolution time.

-- We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Salary and Other Compensation:

Applications will be accepted until 7/3/2026.

The annual salary for this position is between $60K – $117K 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.

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.