PA- Systems Engineer

2 weeks ago

Manila, National Capital Region, Philippines Cognizant Technology Solutions Full time ₱600,000 - ₱800,000 per year

Job Summary

Join our dynamic team as a Systems Engineer where you will play a crucial role in managing and resolving incidents to ensure seamless IT operations. With a focus on incident management and service desk operations you will contribute to maintaining high service standards and enhancing user satisfaction. This hybrid role offers a balanced work environment allowing you to collaborate effectively while enjoying the flexibility of remote work.

Responsibilities

  • Manage and resolve incidents promptly to minimize downtime and ensure continuous IT service availability.
  • Collaborate with the service desk team to provide efficient and effective support to end-users.
  • Utilize incident management tools to track document and analyze incidents for future reference and improvement.
  • Communicate clearly and effectively with stakeholders to provide updates on incident status and resolution timelines.
  • Identify recurring issues and work with the team to develop long-term solutions to prevent future incidents.
  • Assist in the development and maintenance of incident management processes and procedures to enhance service delivery.
  • Participate in regular team meetings to discuss ongoing incidents and share insights for process improvement.
  • Provide technical support and guidance to users ensuring a high level of customer satisfaction.
  • Monitor system performance and proactively address potential issues before they escalate into incidents.
  • Contribute to the creation of knowledge base articles to aid in quicker incident resolution.
  • Ensure compliance with company policies and industry standards in all incident management activities.
  • Support the implementation of new technologies and systems to improve overall service desk efficiency.
  • Engage in continuous learning and development to stay updated with the latest industry trends and best practices.

Qualifications

  • Demonstrate strong analytical and problem-solving skills to effectively manage and resolve incidents.
  • Possess excellent communication skills to interact with users and stakeholders professionally.
  • Exhibit a proactive approach to identifying and addressing potential system issues.
  • Have a foundational understanding of incident management and service desk operations.
  • Show willingness to learn and adapt to new technologies and processes.
  • Display a customer-focused mindset to ensure high levels of user satisfaction.
  • Be detail-oriented and organized to maintain accurate incident records and documentation.

Certifications Required

ITIL Foundation Certification or equivalent in IT Service Management.

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