AIOps Service Desk Engineer

Cognizant; Taguig; Hybrid; PHP 400,000 - 700,000; Full time

Job summary

Cognizant Technology Solutions Corporation in the Philippines is seeking an AIOps service desk engineer to deliver intelligent incident management and hybrid service desk operations for global clients. The role leverages service management platforms, networking fundamentals, and user access management to stabilize critical services, enhance user experience, and support resilient digital operations.

The position emphasizes collaboration across teams, security-conscious handling of data, and

Qualifications

• Proven incident management experience with complex disruptions and escalations.
• Familiarity with service management tooling and incident/change workflows.
• Solid networking knowledge: basic protocols and connectivity diagnostics.
• Experience with user lifecycle events, entitlements and onboarding/offboarding.
• Experience in service desk application support and integrations.
• Exposure to media or content-driven environments is a plus.
• Strong communication and cross-functional collaboration skills.
• Comfort with hybrid work models and remote collaboration tools.
• Commitment to service quality, SLAs and business continuity.
• Ability to analyze incidents using AIOps insights for prioritization.

Responsibilities

• Handle end-to-end incident management and restore service operations quickly.
• Coordinate impact assessments and document technical details for resolution.
• Operate service management workflows and maintain records per standards.
• Monitor queues using AIOps dashboards to improve response times.
• Collaborate with application and infrastructure teams for root-cause analysis.
• Provide clear remediation suggestions to accelerate fixes and avoid repeats.
• Assist with user access provisioning and deprovisioning per security policies.
• Support service desk applications through checks and troubleshooting steps.
• Document resolutions to build reusable knowledge articles and self-service help.
• Communicate status updates professionally to stakeholders throughout incidents.
• Contribute to continuous improvements in workflows and automation rules.
• Use AIOps insights to refine detection and prioritization.

Skills

Incident management

Service platforms

Networking basics

User access management

Application support

Media industry

Communication skills

Hybrid work

Incident escalation

AIOps analytics

Continuous learning

Job description

Job Summary

Join a global technology organization as an AIOps service desk engineer focused on delivering intelligent incident management and service desk operations for enterprise clients in a hybrid work model. Use expertise in service management platforms networking fundamentals and user access management to stabilize critical services enhance customer experience and contribute to resilient digital operations for the business and society.

Responsibilities

• Manage end to end incident handling by receiving analyzing and resolving service desk tickets to restore normal service operations efficiently and minimize disruption to business users across global media and enterprise environments.
• Coordinate impact assessment for reported incidents by validating user reports checking relevant service status indicators and documenting accurate technical details to support timely and precise resolution activities.
• Operate service management workflows through the chosen IT service platform by creating updating and closing incident records while maintaining full compliance with organizational processes and regulatory expectations.
• Monitor service desk queues proactively using AIOps insights and performance dashboards to identify bottlenecks prioritize critical issues and improve response times for business stakeholders.
• Collaborate with application support and infrastructure teams by sharing structured incident information diagnostic findings and clear remediation suggestions to accelerate root cause analysis and sustainable fixes.
• Apply networking fundamentals such as connectivity checks basic routing validation and analysis of application access paths to identify whether user issues originate from network application or access configuration conditions.
• Execute user access management activities for service desk requests by validating approvals performing account provisioning or deprovisioning steps and ensuring adherence to established security and compliance standards.
• Support service desk applications through environment checks configuration reviews and simple troubleshooting steps to keep core support tools stable responsive and aligned with evolving operational requirements.
• Document incident resolutions by capturing detailed steps observations and verification outcomes to create reusable knowledge articles that reduce repeat incidents and improve self service capabilities.
• Engage with business users in a professional manner by providing clear status updates setting realistic expectations and ensuring that communication remains consistent transparent and empathetic throughout the incident lifecycle.
• Contribute to continuous improvement efforts by analyzing patterns in incidents proposing optimization ideas for workflows or automation rules and supporting implementation of enhancements that strengthen operational resilience.
• Utilize AIOps features and analytics by reviewing automated alerts correlation insights and recommended actions to refine incident detection approaches and enable more predictive and proactive service desk operations.
• Adhere to hybrid working guidelines by coordinating onsite and remote activities effectively maintaining secure handling of data and ensuring reliable collaboration across distributed teams and stakeholders.

Qualifications

• Demonstrate proven experience in incident management by handling complex service disruptions following structured escalation paths and delivering consistent resolution outcomes over multiple years of professional practice.
• Show strong proficiency with service management tooling such as service platforms by operating incident request and change workflows and aligning all activities with defined service desk standards.
• Apply solid networking knowledge including understanding of basic protocols connectivity diagnostics and endpoint to application communication flows to support precise troubleshooting and problem isolation.
• Bring hands on background in user access management processes by managing identity lifecycle events verifying entitlements and supporting secure onboarding and offboarding for enterprise users.
• Offer practical experience in service desk application support by maintaining configurations validating integrations and coordinating with technical teams when application performance or reliability issues arise.
• Provide exposure to media industry environments or similar content driven domains by understanding typical business processes critical systems and user expectations within these operational contexts.
• Maintain effective communication and collaboration skills by working with cross functional teams documenting actions clearly and supporting a culture of shared responsibility for service reliability.
• Exhibit adaptability to a hybrid working model by using remote collaboration tools organizing tasks independently and maintaining productivity and accountability without direct supervision.
• Commit to high standards of service quality by following defined procedures meeting agreed service levels and consistently focusing on user satisfaction and business continuity.
• Utilize analytical thinking with AIOps insights by interpreting trends anomaly indicators and issue correlations to support more accurate incident prioritization and remediation planning.
• Maintain an attitude of continuous learning by keeping up with evolving service management practices platform capabilities and networking developments relevant to service desk operations.
• Apply sound judgment in escalations and decision making by balancing risk impact and urgency while working within established governance and compliance expectations for enterprise clients.