3 days ago
Chennai, IndiaStaff+
Responsibilities
- Analyze large-volume ITSM ticket data, including deep-dive, debt, and volumetric analysis, to identify root causes and optimization opportunities.
- Design automation tooling architectures and develop solutions involving elimination, traditional RPA, ITPA automation, observability, AIOps, GenAI, and agentic AI.
- Create cost models, automation cost and return-leverage analyses, implementation roadmaps, and year-over-year productivity improvement plans.
- Estimate AMS team sizes and Day 1 FTE requirements using organizational benchmarks and ticket-volume data.
- Evaluate automation tools based on capabilities, cost, ROI, and implementation considerations with service-line architects.
- Collaborate with solution architects, business development, pursuit teams, enterprise architects, service-line architects, and delivery excellence leads on RFP, RFI, and RFS responses.
- Participate in deal reviews and create market-informed presentations supporting sales business directors and pursuit stakeholders.
Requirements
- 12+ years of industry experience in IT, including 7+ years of hands-on experience analyzing ITSM ticket data for optimization and AMS solutioning.
- Deep experience with ticket analytics, operational insights, automation opportunity identification, and customer challenge analysis.
- Extensive knowledge of standard and advanced automation tools and technologies, including ITSM, observability, AIOps, LLMs, RPA, and ITPA tools.
- Excellent knowledge and implementation experience with single-agent and multi-agent agentic AI systems.
- Experience with ITSM tools, SLA estimation, productivity analysis, estimation, pricing, and resource loading for AMS deals.
- Experience collaborating across pursuit, architecture, operations, change management, pricing, transition, and facilities stakeholders.
- Experience with analytics and visualization tools, including Power BI and dashboards.
- Proficiency in Excel and PowerPoint.
- ITIL certification is preferred.
- AI and automation tool certifications are desirable, and TOGAF certification is preferred.
Benefits
- Hybrid work arrangement requiring three days per week in a Cognizant office.
- Wellbeing programs and flexibility intended to support work-life balance.
Categories
Solutions Engineering
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.