IT Service Management (ITSM) Manager

Cognizant; Palo Alto (CA); Sur place; USD 99 000 - 116 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Résumé du poste

Cognizant in Palo Alto, CA is seeking an IT Service Management (ITSM) Manager to oversee daily ticket operations across multiple IT teams onsite. The role focuses on incident, problem, change, and major incident management, with emphasis on SLA performance and backlog reduction.

You will coach Level 1 staff, build knowledge base, drive CSI, and collaborate with engineering to automate repetitive requests. Compensation ranges from $99,000 to $116,000 with eligibility for Cognizant's annual

Qualifications

• Incident, Service Request, Problem, Change Management & Major Incident Management
• Service Desk operations
• SLA management & Backlog reduction
• Knowledge Management
• Continuous Service Improvement (CSI) & Service request automation

Responsabilités

• Overseeing daily ticket operations across multiple IT teams
• Ensuring tickets are routed to the appropriate teams quickly
• Driving SLA compliance
• Reducing backlog and preventing backlog growth
• Leading Problem Management through root cause analysis
• Owning Change Management governance
• Improving Incident Management maturity
• Coaching and developing Level 1 support staff
• Increasing first-contact resolution
• Expanding the knowledge base
• Identifying automation opportunities to reduce manual work
• Partnering with engineering teams to automate repetitive requests and incidents
• Building operational dashboards and reporting for leadership
• Driving continual service improvement across Enterprise IT

Connaissances

Incident

Service Request

Problem

Change Management

Major Incident Management

Service Desk operations

SLA management

Backlog reduction

Knowledge Management

CSI & service request automation

Description du poste

IT Service Management (ITSM) Manager

Location :- Palo Alto, California ( 100% Onsite )

Roles/Responsibilities :-

Overseeing daily ticket operations across multiple IT teams

• Ensuring tickets are routed to the appropriate teams quickly
• Driving SLA compliance
• Reducing backlog and preventing backlog growth
• Identifying operational bottlenecks
• Leading Problem Management through root cause analysis
• Owning Change Management governance
• Improving Incident Management maturity
• Coaching and developing Level 1 support staff
• Increasing first-contact resolution
• Expanding the knowledge base
• Identifying automation opportunities to reduce manual work
• Partnering with engineering teams to automate repetitive requests and incidents
• Building operational dashboards and reporting for leadership
• Driving continual service improvement across Enterprise IT

Mandatory Skills

(Top 5 Keywords or skills)

Years of Experience

Expert

Incident, Service Request, Problem, Change Management & Major Incident Management

12

Yes

Service Desk operations

10

Yes

SLA management & Backlog reduction

10

Yes

Knowledge Management

10

Yes

Continuous Service Improvement (CSI) & Service request automation

8

Yes

The Salary for this position will be 99,000 and 116 000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.