IT Service Management (ITSM) Manager

Location :- Palo Alto, California ( 100% Onsite ) Roles/Responsibilities :- Overseeing daily ticket operations across multiple IT teams Ensuring tickets are routed to the appropriate teams quicklyDriving SLA complianceReducing backlog and preventing backlog growthIdentifying operational bottlenecksLeading Problem Management through root cause analysisOwning Change Management governanceImproving Incident Management maturityCoaching and developing Level 1 support staffIncreasing first-contact resolutionExpanding the knowledge baseIdentifying automation opportunities to reduce manual workPartnering with engineering teams to automate repetitive requests and incidentsBuilding operational dashboards and reporting for leadershipDriving continual service improvement across Enterprise IT Mandatory Skills (Top 5 Keywords or skills) Years of Experience Expert Incident, Service Request, Problem, Change Management & Major Incident Management 12 Yes Service Desk operations 10 Yes SLA management & Backlog reduction 10 Yes Knowledge Management 10 Yes Continuous Service Improvement (CSI) & Service request automation 8 Yes The Salary for this position will be 99,000 and 116 000 yearly depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.