What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU people with an entrepreneurial spirit who want to make a difference in this world.At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world''s leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.Position SummaryThis position under this nomination works as part of our clients IT team which is managing Technical Support for end users and systems across ANZ region who use complex hardware and applications in a retail environment. This infrastructure and its uptime is a key enabler for the users to perform their job functions.The position requires over 4 years of work experience in a technical support environment. This role requires understanding of the specific technology stack and the interfaces between custom hardware and application solutions, along with processes and procedures defined across the customer organization.The role also requires understanding the hardware landscape, software architecture, installation & configuring of applications/software across environments, and playing the custodian role while delivering within the set Business SLAs across a multi-partner environment with minimal to nil downtime due to IT application or hardware in the customer environment.Mandatory SkillsLevel 1 technical support experience for a minimum of 4 yearsKnowledge of ITSM and ITIL process frameworksCertified ITIL professionalIT support experience in Retail and Warehouse IT infrastructure environment - Hardware, applications and various serversSound understanding of End to End Incident lifecycle managementProficiency in working with support tools of Service Now, SCCM, RDP, Citrix etc.Hands-on knowledge of access provisioning applications like Azure Admin, Google Admin and Active DirectoryRoles And ResponsibilitiesManage core health of IT applications like store central, SignIQ, R10 Central, Warehouse Management systems using SplunkRemediate issues wherever possible with the help of SCCM, RDP and CitrixHighlight incidents/request which breached deadlines.With the help of ITSM application like ServiceNow, highlight trends of issues reportedIdentify the root-cause of a failed incident and provide Corrective action and Preventive Actions through problem management on ServiceNowTo keep the Process owners aware of what is impacting the businessTo be notified on all major Incidents that impact the business/revenue/tools/deliveryTo be in complete capacity of ensuring SLA are respected by all vendorsTransitioning of new technologies from project to BAU, with complete hands-on expertiseStore visits along with SDMs.Checking Active Directory and other cloud solutions like Azure Admin and Google admin for resolving access provisioning issues.Performing checks on Routers, Access Points, check-outs, registers, etc. to keep the devices operating within thresholdsResponsible for planning and coordinating all the activities required to perform, monitor, and report on incident managementResponsible for communicating with the Incident Process ownerPoint of contact for all Major IncidentsManage escalated incidents to provide priority solution with timely follow-ups & adequate communicationMonitor the incidents to ensure that the Service Level Agreement are respectedIdentify, initiate, schedule and conduct incident reviewsProvide guidance to the Incident Process CoordinatorsIdentification of New process and creation of documentation for the processIndulge in physical remediation for project-related activitiesAct as back support to the extended team during BCP situationQualification & CertificationMinimum 4 yrs experience in Technical Support EnvironmentMust be a graduateITIL-Foundation CertifiedPreferred acquaintance with ServiceDesk environmentProficiency in ServiceNow for day-to-day reporting and usageSalary Range: $65,000-$75,000Date of Posting: 29th Jan 2025Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.For a complete list of open opportunities with Cognizant, visit Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check. #J-18808-Ljbffr
Job Title
Service Desk Lead