ITSM Incident and Problem Manager

Cognizant Softvision, LLC; Philippines; Vor Ort; PHP 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

Cognizant Softvision, LLC in the Philippines is seeking an experienced ITSM Incident & Problem Manager to join our fast-growing area. The ideal candidate will be a problem-solver with strong process design and governance capabilities, capable of driving continual improvement in large distributed environments.

You will lead ITSM initiatives, own performance metrics, and partner with developers, platform owners, and leadership stakeholders to translate operational needs into actionable

Qualifikationen

• Minimum 6–15 years of ITSM practitioner experience.
• Experience in process-management or service-operations roles.
• Strong understanding of ITIL and continual improvement.
• Ability to translate operational needs into functional requirements and user stories.

Aufgaben

• Lead ITSM Incident & Problem Management activities.
• Define and monitor ITSM performance metrics and improvements.
• Collaborate with developers, platform owners, and data teams.
• Drive automation and AI-enabled improvements with governance and controls.
• Facilitate meetings and workshops with stakeholders across teams.
• Communicate complex technical topics to both technical and non-technical audiences.

Kenntnisse

Problem solving

Analytical thinking

Communication

Leadership

Facilitation

Ausbildung

ITIL Foundation certification

Tools

ServiceNow

Jobbeschreibung

Cognizant is looking for an experienced ITSM Incident & Problem Manager for our fast-growing business area. An ideal candidate, someone who is a problem-solver, idea-maker and a high-energy individual. If you meet our background requirements and are looking for an opportunity to be rewarded for your skills and expertise, this is an ideal opportunity for you!

Experience Level:

Minimum 6 - 15 years of Experience

We are looking for a highly skilled ITSM Consultant to join our team in the Philippines. The successful candidate will be responsible for below

Responsibilities

• Generally seven or more years of experience in an ITSM practitioner, process-management, or service-operations role.
• ITIL Service Management Foundation certification or equivalent experience is required.
• Advanced understanding of ITSM principles, practices, process interactions, governance, controls, measurement, and continual improvement.
• Demonstrated experience operating and improving complex ITSM processes in a large or distributed technology environment.
• Strong knowledge of process-improvement methodologies and experience moving processes from documented design to consistent operational execution.
• Experience identifying process inefficiencies and helping define and implement workflow, automation, analytics, or AI-enabled improvements.
• Ability to translate operational challenges and business objectives into complete functional requirements, process flows, user stories, data requirements, controls, and measurable acceptance criteria.
• Working knowledge of enterprise ITSM platforms, preferably ServiceNow, sufficient to partner effectively with developers, platform owners, architects, data teams, and other technical resources.
• Ability to identify appropriate uses of automation and artificial intelligence while accounting for process controls, data quality, human oversight, security, and measurable business value.
• Strong analytical skills with the ability to define performance measures, interpret operational data, identify trends, assess process effectiveness, and recommend specific actions.
• Ability to lead meetings, workshops, investigations, and operational response activities involving technical teams, service owners, vendors, and leadership stakeholders.
• Strong written and verbal communication skills, including the ability to communicate complex technical and process information clearly to technical and nontechnical audiences.
• Demonstrated ability to influence, establish accountability, and drive cross-functional work through completion without direct reporting authority.
• Ability to work independently, manage competing operational and transformation priorities, and exercise sound judgment in complex or high-pressure situations.

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us https://twitter.com/Cognizant/