**Job Summary** We are seeking a Systems Engineer with 3 to 5 years of experience to join our dynamic team. The ideal candidate will have expertise in Incident Management BMC Helix Service Desk and Service Desk App Support. This hybrid role involves rotational shifts and does not require travel. The candidate will play a crucial role in ensuring the smooth operation of our IT services contributing to the overall success of the company. **Responsibilities** + Manage and resolve incidents efficiently to minimize downtime and ensure service continuity. + Provide technical support for Service Desk applications ensuring optimal performance and user satisfaction. + Utilize BMC Remedy to track manage and resolve service desk tickets in a timely manner. + Ensure SLA and queue management. + Collaborate with cross-functional teams to identify and implement solutions for recurring issues. + Monitor system performance and proactively address potential problems before they impact users. + Develop and maintain documentation for incident management processes and procedures. + Train and mentor junior team members on best practices and troubleshooting techniques. + Participate in rotational shifts to provide 24/7 support coverage for critical systems. + Conduct root cause analysis for major incidents and implement corrective actions to prevent recurrence. + Communicate effectively with stakeholders to provide updates on incident status and resolution timelines. + Ensure compliance with company policies and industry standards for incident management and service desk operations. + Continuously improve service desk processes to enhance efficiency and user experience. + Contribute to the development and implementation of IT service management strategies. **Qualifications** + Possess a strong background in Incident Management with a proven track record of resolving complex issues. + Have extensive experience with Service Desk operations and support. + Demonstrate proficiency in using BMC Remedy for ticket management and incident tracking. + Exhibit excellent problem-solving skills and the ability to work under pressure. + Show strong communication skills to interact effectively with users and stakeholders. + Have a proactive approach to identifying and addressing potential system issues. **Certifications Required** ITIL Foundation Certification BMC Remedy Certification 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.