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Cognizant
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Technical Lead

Technical Lead

Cognizant

0 years

0 Lacs

Bangalore Urban Karnataka India

Posted:1 month ago| Platform:

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Skills Required

service management support adaptability optimization analyze documentation compliance itil training strategies communication certifications certification

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary

As a Technical Lead you will play a pivotal role in managing and optimizing our service desk operations. You will leverage your expertise in Incident Management and Service Now to enhance service delivery and ensure seamless IT support. This hybrid role requires adaptability to rotational shifts providing a dynamic work environment that fosters growth and innovation.

Responsibilities

Lead the service desk team to ensure efficient incident management and resolution.
Oversee the implementation and optimization of Service Now for streamlined operations.
Provide expert guidance on Windows systems to enhance IT support services.
Collaborate with cross-functional teams to improve service desk processes.
Monitor and analyze incident trends to identify areas for improvement.
Develop and maintain documentation for service desk procedures and best practices.
Ensure compliance with ITIL standards in all service desk activities.
Facilitate training sessions to upskill team members on new technologies and processes.
Coordinate with stakeholders to align service desk operations with business objectives.
Implement strategies to reduce incident response times and improve customer satisfaction.
Evaluate and integrate new tools and technologies to enhance service desk capabilities.
Manage escalations and ensure timely resolution of critical incidents.
Foster a culture of continuous improvement within the service desk team.

Qualifications

Possess strong expertise in Incident Management and Service Now.
Demonstrate proficiency in managing Windows systems.
Have experience in a service desk environment preferably in a hybrid work model.
Exhibit excellent problem-solving and analytical skills.
Show ability to work effectively in rotational shifts.
Display strong communication and interpersonal skills.
Be adaptable to changing technologies and processes.

Certifications Required

ITIL Foundation Certification is a plus

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Technical Lead