What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world. At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story. Position Summary: This position works as part of our IT team which is managing technical support for end users and systems across the ANZ region who use complex hardware and applications in a retail environment. This infrastructure and its uptime is a key enabler for the users to perform their job functions. The position requires over 4 years of work experience in a technical support environment. This role requires understanding of the specific technology stack and the interfaces between custom hardware and application solutions, along with processes and procedures defined across the customer organization. The role also requires understanding the hardware landscape, software architecture, installation & configuring of applications/software across environments, and playing the custodian role while delivering within the set Business SLA's across a multi-partner environment with minimal to nil downtime due to IT application or hardware in the customer environment. Mandatory Skills: Level 1 technical support experience for a minimum of 4 years. Knowledge of ITSM and ITIL process frameworks. Certified ITIL professional. IT support experience in retail and warehouse IT infrastructure environment - hardware, applications, and various servers. Sound understanding of end-to-end incident lifecycle management. Proficiency in working with support tools of ServiceNow, SCCM, RDP, and Citrix. Hands-on knowledge of access provisioning applications like Azure Admin, Google Admin, and Active Directory. Duties and Responsibilities: Manage core health of IT applications like store central, SignIQ, R10 Central, and warehouse management systems using Splunk. Remediate issues wherever possible with the help of SCCM, RDP, and Citrix. Highlight incidents/requests which breached deadlines. With the help of ITSM application like ServiceNow, highlight trends of issues reported. Identify the root-cause of a failed incident and provide corrective action and preventive actions through problem management on ServiceNow. Keep the process owners aware of what is impacting the business. Be notified on all major incidents that impact the business/revenue/tools/delivery. Ensure SLAs are respected by all vendors. Transition new technologies from project to BAU, with complete hands-on expertise. Store visits along with SDMs. Check Active Directory and other cloud solutions like Azure Admin and Google Admin for resolving access provisioning issues. Perform checks on routers, access points, check-outs, registers, etc., to keep the devices operating within thresholds. Plan and coordinate all activities required to perform, monitor, and report on incident management. Communicate with the incident process owner. Point of contact for all major incidents. Manage escalated incidents to provide priority solutions with timely follow-ups & adequate communication. Monitor incidents to ensure that service level agreements are respected. Identify, initiate, schedule, and conduct incident reviews. Provide guidance to the incident process coordinators. Identify new processes and create documentation for them. Engage in physical remediation for project-related activities. Act as back support to the extended team during BCP situations. Salary Range: $67,000-$77,000 Date of posting: 04/11/2024 Next Steps: If you feel this opportunity suits you or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us. Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check. About Cognizant: Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant. #LI-CTSAPAC
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