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.

Additional employment information

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

About Cognizant:

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.