Excellent opportunity for Cross Functional Services Lead to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.
Key Responsibilities:
- As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment
- Define and establish service goals, expected outcomes and measurable results .Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools
- Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
- Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
- Connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage
- Drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers. Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
- Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets
- Continually analyse and refine service portfolio metrics to help shape the future ITSM Strategy. Ensuring the Process adherence, meeting the Quality norms of Cognizant and the Customer
- Driving the internal audits, define and drive service improvement programs based on the external audit findings, Report to the Customer on all Process areas as per the Contractual agreements.
- Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users
Key Skills and Experience :
- Experience in ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment
- Experience in ITSM processes and functions, as well as their supporting tools
- Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
- Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
- Experience in managing discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage
- Experience in Leading the ITIL Process resources to achieve the Process KPIs and Service level targets.
- Experience as crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets.
At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.
You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.
Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.