**Job Summary** Investigate and resolve complex incidents problems and change requests with a high level of accuracy and efficiency. Proactively ensure that SLA requirements are consistently met or exceeded demonstrating a commitment to delivering exceptional service to stakeholders. Actively contribute insights and updates during weekly/monthly project status meetings providing valuable input for decision-making and planning. **Responsibilities** Investigate and resolve complex incidents problems and change requests with a high level of accuracy and efficiency. Proactively ensure that SLA requirements are consistently met or exceeded demonstrating a commitment to delivering exceptional service to stakeholders. Actively contribute insights and updates during weekly/monthly project status meetings providing valuable input for decision-making and planning. Drive continuous service improvements by identifying areas for optimization and implementing innovative solutions to enhance efficiency and effectiveness. Serve as a key point of contact for onsite teams fostering strong collaborative relationships and facilitating timely resolution of issues. Play a pivotal role in gathering requirements for minor enhancements ensuring that customer needs are thoroughly understood and addressed. Maintain and update support artifacts meticulously ensuring that documentation is comprehensive accurate and readily accessible to all stakeholders. Demonstrate proactive problem-solving skills by identifying recurring issues recommending preventive measures and implementing corrective actions to minimize impact and improve overall system stability. Engage closely with source and destination application stakeholders fostering effective communication and collaboration to streamline processes and enhance service delivery. Uphold and champion Americolds incident management processes and best practices ensuring adherence to established standards and protocols in all activities. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.