Job Duties:

• Serve as the first point of contact for customers regarding incidents and service requests.
• Perform hands-on troubleshooting for urgent issues.
• Ensure committed deliverables and service levels are met, coordinating between client and offshore team members.
• Act as the point of contact for escalations, addressing and taking corrective actions.
• Publish executive status reports with required metrics on a monthly and quarterly basis.
• Manage personnel and develop competencies to meet contractual commitments.
• Coordinate and schedule governance meetings with internal and external stakeholders.
• Assess delivery risks, report to client’s management, and mitigate with suitable actions post-approval from respective stakeholders.
• Plan and initiate continuous service improvements to achieve operational efficiencies based on historical, ongoing, and repeated incidents.
• Identify opportunities for possible automation.

Job Requirements:

• Over 10 years of IT working experience.
• Proficiency in Integration Middleware platforms and API Gateway.
• Hands-on experience in managing incidents with ITIL practices and SLA management.
• Strong communication skills to effectively liaise with different business units and lead coordinated efforts to resolve incidents.
• Excellent presentation skills to report and escalate issues to top management and handle problem management.
• Knowledge of project management methodologies and practices.
• Experience with Microsoft Azure PaaS components and solutions is a plus.
• Experience with application monitoring is highly advantageous.
• Proficiency in spoken English.

#LI-AL1

The Cognizant community:  
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

Our commitment to diversity and inclusion:  
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
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.

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.