IT Service Management (ITSM) Manager

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.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.