Technical Lead

Cognizant; Taguig; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Job summary

Cognizant is seeking a technically seasoned Hybrid Technical Lead to design, enhance, and support AI-enabled chatbot and enterprise service management solutions for day-time operations in a large-scale environment.

The role requires 4–8 years of experience in incident management, service desk tooling, networking, and end-user analytics, guiding technical outcomes for reliability and user satisfaction across the organization.

Qualifications

• Proficiency in AI-enabled chatbot platforms and conversational design.
• Hands-on incident management experience including impact assessment and major incidents.
• Experience using Nexthink for monitoring device health and user experience.
• Expertise in service desk operations: queue management, knowledge, and reporting.
• Experience configuring ServiceNow or similar service management apps.
• Knowledge of networking fundamentals and collaboration with network teams.
• Background in service desk app support: troubleshooting and coordinating fixes.
• Exposure to media domain environments with digital content delivery.

Responsibilities

• Design and enhance AI-enabled chatbot solutions for end-user support.
• Oversee incident management workflows to reduce downtime.
• Define usage patterns and health metrics for Nexthink.
• Analyze ticket trends to improve service desk processes.
• Configure and optimize ServiceNow modules for requests and incidents.
• Troubleshoot service desk applications for stable frontline support.
• Collaborate with networking specialists to improve end-to-end performance.
• Lead root-cause analyses for recurring incidents.
• Coordinate with media stakeholders to align content workflows.
• Review dashboards from Nexthink and ServiceNow to identify improvements.
• Coordinate cross-functional workshops on policies and SOPs.
• Ensure compliance with standards and audit readiness.
• Promote hybrid work adoption with secure remote access and supported tools.

Skills

AI chatbots

Conversational design

Incident management

End user analytics

Service desk operations

Networking basics

Troubleshooting

Media domain exposure

Tools

Nexthink

ServiceNow

Job description

Job Summary

This hybrid Technical Lead role focuses on designing enhancing and supporting AI enabled chatbots and enterprise service management solutions for day time operations in a large scale environment. The role requires four to eight years of experience in incident management service desk tooling networking and end user analytics with responsibility for guiding technical outcomes that improve reliability and user satisfaction across the organization.

Responsibilities

• Lead design and enhancement of AI enabled chatbot solutions that streamline end user support experiences and increase resolution accuracy across the organization.
• Oversee incident management workflows by optimizing categorization prioritization and routing practices to reduce downtime and improve overall service reliability.
• Provide technical oversight for end user tools such as Nexthink by defining usage patterns health metrics and remediation actions that elevate employee productivity.
• Drive continuous improvement of service desk operations by analyzing ticket trends refining knowledge content and aligning support procedures with business priorities.
• Coordinate configuration and optimization of Service Now modules focused on request fulfillment incident handling and self service capabilities to strengthen operational efficiency.
• Manage service desk application support activities by troubleshooting issues guiding enhancements and ensuring stable performance for front line support teams.
• Collaborate with networking specialists to analyze connectivity dependencies refine escalation paths and enhance end to end service performance for critical business applications.
• Guide technical investigation of recurring incidents by conducting root cause analysis and defining actionable corrective measures that prevent future disruptions.
• Partner with media domain stakeholders when applicable to understand content workflows audience engagement needs and platform specific support demands that shape solution design.
• Review operational dashboards and analytics drawn from Nexthink Service Now and related tools to identify improvement opportunities and propose targeted optimization initiatives.
• Coordinate cross functional workshops to align chatbot behavior knowledge articles and service desk scripts with evolving organizational policies and end user expectations.
• Ensure compliance with company standards and regulatory requirements by documenting technical changes maintaining accurate configuration records and supporting audit readiness.
• Drive adoption of hybrid work model practices by enabling secure remote access resilient collaboration tools and support processes tailored for distributed teams.

Qualifications

• Display strong proficiency in AI enabled chatbot platforms and conversational design concepts that support scalable virtual assistance for diverse user groups.
• Demonstrate hands on experience in incident management practices including impact assessment major incident coordination and effective communication with stakeholders.
• Show advanced capability in using end user analytics tools such as Nexthink to monitor device health track user experience indicators and initiate proactive remediation.
• Possess solid expertise in service desk operations including queue management knowledge management and performance reporting across day time support hours.
• Bring practical experience in configuring and supporting Service Now or equivalent service management applications focused on incidents requests and automation workflows.
• Exhibit working knowledge of networking fundamentals including routing concepts common connectivity issues and collaboration with network specialists during incident resolution.
• Offer background in service desk application support encompassing troubleshooting implementation defects coordinating fixes and validating functional stability after changes.
• Preferably have exposure to media domain environments that involve digital content delivery audience centric platforms and associated operational support needs.