AIOps Service Mgmt Analyst

Cognizant; Taguig; Hybrid; PHP 500,000 - 750,000; Full time

Job summary

Cognizant is seeking a hybrid AIOps Service Management Analyst to manage hardware assets, optimize audio/video conferencing services, and drive efficient service request fulfillment using IT service management practices.

The role collaborates with networking and operations teams to ensure stable enterprise services for media-driven activities with clear process compliance and measurable service quality improvements. Hybrid work model in Metro Manila, Philippines.

Qualifications

• Hands-on hardware asset lifecycle management experience.
• Proven ability to log, prioritize and close IT service requests using ITSM tools.
• Solid understanding of networking fundamentals for incident analysis.
• Experience with IT service management frameworks and ticketing systems.

Responsibilities

• Manage end-to-end hardware asset lifecycle from onboarding to retirement, ensuring accurate inventory.
• Coordinate audio/video conferencing operations to deliver reliable meeting experiences.
• Execute service request fulfillment workflows with accuracy and timely completion.
• Monitor network service indicators and assist in restoring stable connectivity.
• Apply structured ITSM practices to categorize incidents and requests.
• Analyze AIOps alerts to reduce noise and improve issue resolution.
• Document repeatable procedures for asset updates and conferencing changes.

Skills

Asset lifecycle management

Audio video conferencing

IT service management

Networking fundamentals

Ticketing systems

AIOps platforms

Tools

ITSM tools

Conferencing platforms

Asset management platforms

AIOps platforms

Job description

Job Summary

This hybrid AIOps Service Management Analyst role focuses on managing hardware assets optimizing audio video conferencing services and driving efficient service request fulfillment using structured IT service management practices. The analyst will collaborate across networking and operations teams to ensure stable enterprise services that support media oriented business activities with clear process compliance and measurable service quality improvements.

Job Summary

This hybrid AIOps Service Management Analyst role focuses on managing hardware assets optimizing audio video conferencing services and driving efficient service request fulfillment using structured IT service management practices. The analyst will collaborate across networking and operations teams to ensure stable enterprise services that support media oriented business activities with clear process compliance and measurable service quality improvements.

Responsibilities

• Manage end to end hardware asset lifecycle activities from onboarding through retirement to maintain accurate inventory and ensure optimal asset utilization across enterprise environments.
• Coordinate audio video conferencing service operations to drive reliable meeting experiences and minimize disruptions for internal teams and media focused client engagements.
• Execute service request fulfillment workflows with high accuracy and timely completion to enhance user satisfaction and maintain consistent service management standards.
• Monitor networking related service performance indicators to identify potential service degradation and collaborate with technical teams to restore stable connectivity.
• Apply structured IT service management practices to categorize incidents and service requests ensuring alignment to defined service catalogs and operational procedures.
• Analyze AIOps generated alerts and event patterns to distinguish noise from actionable insights enabling faster resolution of service issues and improvement of operational efficiency.
• Document repeatable procedures for hardware asset updates and conferencing system changes to support knowledge sharing and reduce resolution times for recurring requests.
• Collaborate with media domain stakeholders to understand workflow requirements and adjust service configurations that better support production schedules and content delivery timelines.
• Track compliance against asset management policies and service management processes reporting deviations and recommending corrective actions that safeguard cost and risk objectives.
• Support continuous improvement initiatives across IT service operations by proposing refinements to request routing escalation paths and monitoring rules based on observed trends.
• Coordinate with cross functional teams in a hybrid work model to ensure seamless communication about planned maintenance change activities and potential impact to users.
• Utilize dashboards and reports derived from AIOps platforms to communicate service health asset status and operational risks to management in a clear and timely manner.
• Adhere to day shift schedules and established service windows to provide predictable coverage for user requests and operational monitoring without travel requirements.

Qualifications

• Possess strong hands on experience in hardware asset lifecycle management including asset tracking reconciliation and retirement planning within structured IT environments.
• Demonstrate practical expertise in audio video conferencing platforms and peripherals with the ability to troubleshoot quality issues and coordinate with support teams for resolution.
• Apply proven skills in service request fulfillment using IT service management tools to ensure accurate logging prioritization and closure of requests with clear communication.
• Bring solid understanding of networking fundamentals that supports effective collaboration with network engineers during incident analysis and service restoration activities.
• Show proficiency in IT service management frameworks and ticketing solutions that enable consistent process adherence and traceable service history for audit and review.
• Preferably have exposure to media industry processes which helps align IT services with production timelines content workflows and collaboration needs specific to creative teams.

Certifications Required

ITIL Foundation certification or equivalent IT service management credential plus any relevant vendor training in conferencing systems or asset management platforms.