Field Services Specialist

hace 1 mes


MexicoCyCDPlaza Polanco Ciudad de Mexico Mexico Cognizant A tiempo completo
Job Summary

We are seeking a highly skilled and experienced IT professional to join our dynamic team at Cognizant. The ideal candidate will have a strong background in incident management, service desk operations, and Windows environment management.

Key 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.
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

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