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Associate

Cognizant

9 - 11 years

Bengaluru

Posted: 29/11/2024

Job Description



Job Summary

We are seeking a dedicated Technical Lead with 5 to 9 years of experience to join our team. The ideal candidate will have a strong background in Incident Management Service Desk Service Now and Windows. This hybrid role requires a proactive individual who can manage technical operations efficiently during day shifts. The position does not require travel.


Responsibilities

  • Lead the technical team in managing and resolving incidents efficiently.
  • Oversee the Service Desk operations to ensure timely and effective support.
  • Provide expertise in Service Now to streamline workflows and improve service delivery.
  • Manage Windows environments to ensure optimal performance and security.
  • Collaborate with cross-functional teams to address and resolve technical issues.
  • Develop and implement incident management processes to minimize downtime.
  • Ensure compliance with company policies and industry standards in all technical operations.
  • Monitor system performance and provide regular updates to stakeholders.
  • Train and mentor junior team members to enhance their technical skills.
  • Conduct root cause analysis to prevent future incidents and improve system reliability.
  • Coordinate with vendors and third-party service providers to resolve complex issues.
  • Maintain detailed documentation of incidents resolutions and process improvements.
  • Participate in continuous improvement initiatives to enhance service quality.

    • Qualifications

  • Possess a strong background in Incident Management with proven experience.
  • Demonstrate expertise in Service Desk operations and best practices.
  • Have extensive knowledge of Service Now and its applications.
  • Show proficiency in managing Windows environments.
  • Exhibit excellent problem-solving skills and attention to detail.
  • Display strong communication and interpersonal skills.
  • Have the ability to work effectively in a hybrid work model.
  • Be proactive and able to work independently with minimal supervision.
  • Hold relevant certifications in Incident Management or Service Now.
  • Demonstrate a commitment to continuous learning and professional development.
  • Show experience in mentoring and training junior team members.
  • Have a track record of successfully implementing process improvements.
  • Be adept at collaborating with cross-functional teams to achieve common goals.

    • Certifications Required

    Certified ServiceNow Administrator ITIL Foundation Certification

    About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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