11 ene
Cognizant
Ciudad de México
**Job Summary**
**Responsibilities**
- Manage and resolve technical incidents efficiently to minimize downtime and ensure business continuity.
- Provide exceptional service desk support to end-users addressing their technical issues promptly and effectively.
- Utilize Service Now to track manage and resolve incidents ensuring accurate documentation and timely updates.
- Oversee the Windows environment ensuring all systems are up-to-date secure and operating optimally.
- Collaborate with other IT teams to identify and implement improvements to the incident management process.
- Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences.
- Ensure compliance with IT policies and procedures maintaining a high standard of service delivery.
- Monitor system performance and proactively address potential issues before they impact users.
- Provide training and support to junior team members fostering a collaborative and knowledgeable team environment.
- Participate in on-call rotations to provide 24/7 support for critical incidents.
- Develop and maintain comprehensive documentation for incident management processes and procedures.
- Communicate effectively with stakeholders providing regular updates on incident status and resolution efforts.
- Continuously seek opportunities to enhance service desk operations and improve user satisfaction.
**Qualifications**
- Possess a strong background in Incident Management with a proven track record of resolving technical issues efficiently.
- Demonstrate expertise in Service Desk operations providing exceptional support to end-users.
- Have extensive experience with Service Now including incident tracking and management.
- Show proficiency in managing and maintaining Windows environments ensuring optimal performance and security.
- Exhibit excellent communication skills both written and verbal to effectively interact with stakeholders.
**Certifications Required**
- ITIL Microsoft Certified: Windows Server
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.