AIOps Service Desk Engineer: Hybrid Incident Specialist

Cognizant Technology Solutions Corporation; 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

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