ITIL Service Management lead

We are seeking a ITIL Service Management lead to join our dynamic team! The ideal candidate will have experience in Major incident management, Problem management, Incident and event management.

In This Role, You Will

• 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’ll Need To Succeed (required Skills)

• 14+ years of experience in leading major incident management process, running major incidents situations. Exposure to all basic ITIL processes.
• Solid grasp 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.
  
  

What Will Help You Stand Out (preferred Skills)

• Solid grasp of ITIL process and ITIL certified-at least ITIL foundation.
• Experience in a technical support field: network, server, storage.
• Good to have Risk management, Configuration management and some exposure to infrastructure basics.
  
  

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways! We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you an outstanding applicant and help us see how you'd be helpful to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

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.