Technical Lead

About the Position

We are seeking a Technical Lead to design and enhance AI-enabled chatbots and service management solutions for large-scale operations. This hybrid role is based in Taguig, Philippines and requires four to eight years of experience in incident management, service desk tooling, networking, and end-user analytics.

Responsibilities

• Lead design and enhancement of AI-enabled chatbot solutions that streamline end-user support experiences and increase resolution accuracy across the organization.
• Oversee incident management workflows by optimizing categorization, prioritization, and routing practices to reduce downtime and improve overall service reliability.
• Provide technical oversight for end-user tools such as Nexthink by defining usage patterns, health metrics, and remediation actions that elevate employee productivity.
• Drive continuous improvement of service desk operations by analyzing ticket trends, refining knowledge content, and aligning support procedures with business priorities.
• Coordinate configuration and optimization of Service Now modules focused on request fulfillment, incident handling, and self-service capabilities to strengthen operational efficiency.
• Manage service desk application support activities by troubleshooting issues, guiding enhancements, and ensuring stable performance for front-line support teams.
• Collaborate with networking specialists to analyze connectivity dependencies, refine escalation paths, and enhance end-to-end service performance for critical business applications.
• Guide technical investigation of recurring incidents by conducting root cause analysis and defining actionable corrective measures that prevent future disruptions.
• Partner with media domain stakeholders when applicable to understand content workflows, audience engagement needs, and platform-specific support demands that shape solution design.
• Review operational dashboards and analytics drawn from Nexthink, Service Now, and related tools to identify improvement opportunities and propose targeted optimization initiatives.
• Coordinate cross-functional workshops to align chatbot behavior, knowledge articles, and service desk scripts with evolving organizational policies and end-user expectations.
• Ensure compliance with company standards and regulatory requirements by documenting technical changes, maintaining accurate configuration records, and supporting audit readiness.
• Drive adoption of hybrid work model practices by enabling secure remote access, resilient collaboration tools, and support processes tailored for distributed teams.

Requirements

• Display strong proficiency in AI-enabled chatbot platforms and conversational design concepts that support scalable virtual assistance for diverse user groups.
• Demonstrate hands-on experience in incident management practices, including impact assessment, major incident coordination, and effective communication with stakeholders.
• Show advanced capability in using end-user analytics tools such as Nexthink to monitor device health, track user experience indicators, and initiate proactive remediation.
• Possess solid expertise in service desk operations, including queue management, knowledge management, and performance reporting across day-time support hours.
• Bring practical experience in configuring and supporting Service Now or equivalent service management applications focused on incidents, requests, and automation workflows.
• Exhibit working knowledge of networking fundamentals, including routing concepts, common connectivity issues, and collaboration with network specialists during incident resolution.
• Offer background in service desk application support encompassing troubleshooting, implementation defects, coordinating fixes, and validating functional stability after changes.
• Preferably have exposure to media domain environments that involve digital content delivery, audience-centric platforms, and associated operational support needs.

We Offer

• Opportunity to work in a dynamic and innovative environment.
• Be part of a leading technology services provider.
• Competitive compensation package.
• Hybrid work model.

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enable us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

• Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
• Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.
• Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, provincial, or local laws.

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