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Field Services

hace 2 meses

Mexico City Cognizant A tiempo completo


Job Summary

We are seeking a dedicated Technical Lead with 4 to 6 years of experience to join our dynamic team. The ideal candidate will have expertise in Incident Management Service Desk Service Now and Windows. This role involves overseeing technical operations ensuring seamless service delivery and driving continuous improvement in our IT services.


Responsibilities

Lead the technical team in managing and resolving incidents efficiently.Oversee the Service Desk operations to ensure timely and effective support.Provide expertise in Service Now to streamline workflows and enhance service delivery.Ensure the Windows environment is maintained and optimized for performance.Collaborate with cross-functional teams to identify and implement process improvements.Monitor and analyze incident trends to prevent future occurrences.Develop and maintain documentation for incident management processes.Train and mentor team members to enhance their technical skills and knowledge.Coordinate with stakeholders to ensure alignment of IT services with business needs.Implement best practices for incident management to minimize downtime.Conduct regular reviews of service desk performance and implement corrective actions.Ensure compliance with company policies and industry standards.Drive continuous improvement initiatives to enhance service quality and efficiency.

Qualifications

Possess strong experience in Incident Management and Service Desk operations.Demonstrate expertise in Service Now for workflow automation and service management.Have a solid understanding of Windows operating systems and their maintenance.Exhibit excellent problem-solving skills and attention to detail.Show ability to lead and mentor a technical team effectively.Display strong communication and collaboration skills.

Certifications Required

ITIL Microsoft Certified: Windows Server