Itil Service Management Lead

4 days ago

Brampton, Canada Cognizant Full time

At Cognizant, our global community sets us apart—an upbeat, collaborative and inclusive workplace where everyone can thrive. And with projects at the forefront of innovation, you can build a wide-ranging, rewarding career and draw inspiration from dedicated colleagues and leaders. Cognizant is right where you belong

**What You'll Do**:

- Coordinating people involved in the incident management process and ensuring process alignment.
- Responding to reported service incidents, identifying the root cause, and initiating the incident management procedure
- Prioritizing incidents according to their urgency and impact on the business
- Training and mentoring others in the incident management process
- Driving and coordinating incident response activities and deciding on the best course of action

**What You Bring to the Role**:

- Solid grasp of ITIL process and ITIL certified-at least ITIL foundation.
- 14+ years of experience in leading major incident management process, running major incidents situations. Exposure to all basic ITIL processes.
- Solid understanding of CAPA-Corrective actions and preventive actions.
- 8+ years of experience in major incident and problem management.
- Have led team of 5-7 team members - specifically ITIL process, ITSM operations teams
- Demonstrable understanding of CAPA-Corrective actions and preventive actions.
- Directive to have 5-10 years of experience in an Incident Management role.
- Ability to work rotating shifts to support 24/7/365 organization.
- Experience in a technical support field: network, server, storage.
- Good to have Risk management, Configuration management and some exposure to infrastructure basics.

**Working arrangements**:
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is an Onsite position requiring 5 days a week in a client office in Brampton, ON. Canada. Regardless of your working arrangement, we are here to support a balanced work-life balance though our various wellbeing programs.

Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

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