AI-Enabled Service Desk Lead

Cognizant; Taguig; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Job summary

Cognizant is seeking a technically seasoned Hybrid Technical Lead to design, enhance, and support AI-enabled chatbot and enterprise service management solutions for day-time operations in a large-scale environment.

The role requires 4–8 years of experience in incident management, service desk tooling, networking, and end-user analytics, guiding technical outcomes for reliability and user satisfaction across the organization.

Qualifications

• Proficiency in AI-enabled chatbot platforms and conversational design.
• Hands-on incident management experience including impact assessment and major incidents.
• Experience using Nexthink for monitoring device health and user experience.
• Expertise in service desk operations: queue management, knowledge, and reporting.
• Experience configuring ServiceNow or similar service management apps.
• Knowledge of networking fundamentals and collaboration with network teams.
• Background in service desk app support: troubleshooting and coordinating fixes.
• Exposure to media domain environments with digital content delivery.

Responsibilities

• Design and enhance AI-enabled chatbot solutions for end-user support.
• Oversee incident management workflows to reduce downtime.
• Define usage patterns and health metrics for Nexthink.
• Analyze ticket trends to improve service desk processes.
• Configure and optimize ServiceNow modules for requests and incidents.
• Troubleshoot service desk applications for stable frontline support.
• Collaborate with networking specialists to improve end-to-end performance.
• Lead root-cause analyses for recurring incidents.
• Coordinate with media stakeholders to align content workflows.
• Review dashboards from Nexthink and ServiceNow to identify improvements.
• Coordinate cross-functional workshops on policies and SOPs.
• Ensure compliance with standards and audit readiness.
• Promote hybrid work adoption with secure remote access and supported tools.

Skills

AI chatbots

Conversational design

Incident management

End user analytics

Service desk operations

Networking basics

Troubleshooting

Media domain exposure

Tools

Nexthink

ServiceNow

Job description

Cognizant is seeking a technically seasoned Hybrid Technical Lead to design, enhance, and support AI-enabled chatbot and enterprise service management solutions for day-time operations in a large-scale environment.

The role requires 4–8 years of experience in incident management, service desk tooling, networking, and end-user analytics, guiding technical outcomes for reliability and user satisfaction across the organization.