Quality Leader

Cognizant; Región Centro; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Cognizant in Guadalajara, MX, seeks an Advanced Technical Support Technician to manage a large-scale Service Desk application support environment on-site. You will ensure timely incident resolution, coordinate with cross-functional teams, and improve workflows and monitoring across global units.

The role emphasizes mentoring staff, driving improvements, and maintaining compliance while handling complex tickets and collaborating with product owners and engineers.

Formación

• 3–5 years of experience in advanced technical support.
• Strong incident/problem/request management using ITSM tools.
• Experience with Service Desk platforms in hybrid environments.
• Knowledge of security and compliance practices.

Responsabilidades

• Manage daily operations of the Service Desk application support function to ensure timely and accurate resolution of incidents and requests.
• Coordinate with cross functional teams to analyze recurring issues and implement fixes to reduce incident volume.
• Design and refine application support workflows for Service Desk tools to optimize ticket handling.
• Implement monitoring and alerting strategies for critical Service Desk components to prevent disruptions.
• Review complex tickets and provide expert level troubleshooting to meet targets.
• Collaborate with product owners and engineers to prioritize fixes and enhancements.
• Drive continuous improvements by analyzing metrics, feedback and data.
• Ensure adherence to policies and compliance within Service Desk operations.
• Coordinate planned maintenance activities for the Service Desk to minimize disruption.
• Guide and mentor support analysts and partner with training teams for learning sessions.

Conocimientos

Service Desk

Descripción del empleo

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide as Advanced Technical Support Technician

Job Summary

1. Job Title : Advanced Technical Support Technician 2. Job Summary : This on site Advanced Technical Support Technician role focuses on managing and enhancing a large scale Service Desk Application Support environment for an international organization ensuring continuous availability high quality incident resolution and user satisfaction while mentoring technical staff and driving process improvements across global business units. 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: Service Desk App Support Domain Skills: 5. Nice to have skills : Domain Skills: 6. Technology : Service Desk 7. Shift : Availability 4am CST to 6pm CST. Responsibilities : -Manage daily operations of the Service Desk application support function to ensure timely and accurate resolution of incidents and requests while maintaining high customer satisfaction levels. -Coordinate with cross functional teams to analyze recurring issues in the Service Desk platform and implement sustainable fixes that reduce incident volume and improve overall stability. -Design and refine application support workflows for Service Desk tools to optimize ticket handling efficiency and minimize user wait times across multiple business units. -Implement monitoring and alerting strategies for critical Service Desk components to proactively identify performance degradation and prevent service disruptions. -Review complex tickets escalated from support teams and provide expert level troubleshooting and resolution to meet agreed service targets. -Collaborate closely with product owners and engineers to prioritize defect fixes and minor enhancements that directly improve the end user support experience. - -Drive continuous improvement initiatives by analyzing support metrics user feedback and root cause data to enhance processes and tooling. -Ensure strict adherence to organizational policies and compliance requirements within Service Desk operations to protect data integrity and privacy. -Coordinate planned maintenance activities for the Service Desk application ensuring clear communication to users and minimal disruption to business operations. -Guide and mentor support analysts by sharing technical expertise in Service Desk tools and best practices to elevate overall team capability. -Partner with training teams to design practical learning sessions and simulations that strengthen application support skills and readiness for new features. -Qualifications -Demonstrate ten to twelve years of progressive experience in application support with a significant focus on enterprise Service Desk platforms and related technologies. -Exhibit strong proficiency in incident problem and request management processes with practical use of common IT service management tools in large organizations. -Apply advanced troubleshooting skills across operating systems databases and integrations that underpin modern Service Desk solutions within hybrid environments. -Show practical experience in documenting technical procedures knowledge base articles and operational runbooks that enable consistent high quality support delivery. -Display familiarity with industry standard frameworks for service management which guide structured handling of incidents changes and service levels. -Illustrate effective communication skills to interact with business stakeholders technical teams and support analysts ensuring clear expectations and outcomes. -Present experience working in hybrid work models managing onsite and remote collaboration tools that support distributed Service Desk operations. -Highlight exposure to enterprise security and compliance practices that influence application support decisions and user access controls. -Showcase experience with reporting and analytics tools used to track Service Desk performance trends and inform continuous improvement actions. -Emphasize ability to mentor and guide technical team members to enhance troubleshooting depth process adherence and overall support quality. 9. Job Location : Primary Location :MXJAGUAA01(ITMEX Guadalajara JA-Aviacion-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : Associate [65PM14] 11. Demand Requires Travel? : No 12. Certifications Required : Recommended certifications include ITIL Foundation certification and any recognized Service Management or Application Support certification.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.