Technical Team Lead for Incident Management

hace 4 días


Xico, México Cognizant A tiempo completo

About the Role:

We are seeking a seasoned Technical Team Lead to oversee our incident management processes and ensure timely and effective support.

Key Responsibilities:

  • Lead the technical team in managing and resolving incidents efficiently.
  • Oversee Service Desk operations to guarantee seamless customer service.
  • Utilize Service Now to streamline workflows, enhance service delivery, and improve overall efficiency.
  • Maintain and optimize the Windows environment for optimal performance.
  • Collaborate with cross-functional teams to identify and implement process improvements.
  • Analyze incident trends to prevent future occurrences and develop documentation for incident management processes.
  • Train and mentor team members to enhance their technical skills and knowledge.
  • Coordinate with stakeholders to align IT services with business needs.
  • Implement best practices for incident management to minimize downtime.

Requirements:

  • 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, attention to detail, and leadership abilities.
  • Show ability to lead and mentor a technical team effectively.

Preferred Qualifications:

  • ITIL Microsoft Certified: Windows Server

Estimated Salary: $120,000 - $180,000 per year, depending on location and experience.


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