ITSM Manager: Incident & Change Champion (Onsite)

Cognizant; Palo Alto (CA); On-site; USD 99,000 - 116,000; Full time

Benefits offered by this job

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

Job summary

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

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
• 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

Skills

Incident

Service Request

Problem

Change Management

Major Incident Management

Service Desk operations

SLA management

Backlog reduction

Knowledge Management

CSI & service request automation

Job description

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