Service Desk Excellence Leader - App Support

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

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.