• Job Description

  Req#: 00061308971
  
  
  
  
  Job Summary
  We are seeking an experienced Infra. Technology Specialist with 6 to 9 years of experience to join our dynamic team. The ideal candidate will have expertise in AI-enabled chatbots networking incident management service desk ServiceNow and Windows. This role involves working in a hybrid model with rotational shifts. The candidate will play a crucial role in enhancing our service desk operations and ensuring seamless incident management.
  
  
  Responsibilities
  Oversee the implementation and maintenance of AI-enabled chatbots to improve service desk efficiency.
  Provide expert support for networking issues ensuring minimal downtime and optimal performance.
  Manage and resolve incidents promptly adhering to established protocols and minimizing impact on operations.
  Utilize ServiceNow for incident tracking resolution and reporting ensuring accurate documentation.
  Support Windows-based environments ensuring system stability and security.
  Collaborate with cross-functional teams to enhance service desk processes and improve user satisfaction.
  Conduct regular system audits and performance tuning to maintain optimal service levels.
  Develop and implement best practices for incident management and service desk operations.
  Train and mentor junior team members fostering a culture of continuous learning and improvement.
  Participate in rotational shifts to provide 24/7 support ensuring consistent service availability.
  Analyze incident trends and provide insights for proactive problem management.
  Coordinate with vendors and external partners to resolve complex technical issues.
  Ensure compliance with company policies and industry standards in all service desk activities.
  
  
  Qualifications
  Possess a strong background in AI-enabled chatbots and their integration with service desk operations.
  Demonstrate expertise in networking including troubleshooting and performance optimization.
  Have extensive experience in incident management with a focus on minimizing operational impact.
  Show proficiency in using ServiceNow for incident tracking and resolution.
  Exhibit strong knowledge of Windows environments including system administration and security.
  Display excellent problem-solving skills and the ability to work under pressure.
  Have a proven track record of improving service desk processes and user satisfaction.
  Be capable of working in a hybrid model with rotational shifts.
  Possess strong communication skills and the ability to collaborate effectively with cross-functional teams.
  Show commitment to continuous learning and professional development.
  Demonstrate the ability to mentor and train junior team members.
  Have a proactive approach to identifying and addressing potential issues.
  Ensure adherence to company policies and industry standards in all activities.
  
  
  Certifications Required
  ITIL Foundation Microsoft Certified: Windows Server Fundamentals ServiceNow Certified System Administrator

• About the company

  Cognizant is a multinational technology company that provides business consulting, information technology and outsourcing services.

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