ITSM Incident & Problem Manager — Process Excellence

Cognizant Softvision, LLC; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Problem solving

Analytical thinking

Communication

Leadership

Facilitation

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

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