**Job Summary** We are seeking a dedicated Team Lead with 6 to 9 years of experience to join our dynamic team. The ideal candidate will have expertise in ITIL V4 ITIL V3 and Incident Management with a strong background in Retail & Customer Services and Utilities. This hybrid role offers the opportunity to work in a day shift contributing to impactful projects that enhance our companys service delivery and customer satisfaction. **Responsibilities** + Lead the team in implementing ITIL V4 and ITIL V3 processes to improve service management and efficiency. + Oversee incident management activities ensuring timely resolution and minimal disruption to business operations. + Provide guidance and support to team members fostering a collaborative and productive work environment. + Coordinate with cross-functional teams to align IT services with business needs and objectives. + Monitor and analyze service performance metrics to identify areas for improvement and implement corrective actions. + Develop and maintain strong relationships with stakeholders in the Retail & Customer Services and Utilities domains. + Ensure compliance with industry standards and best practices in service management. + Drive continuous improvement initiatives to enhance service delivery and customer satisfaction. + Facilitate training sessions and workshops to upskill team members and promote knowledge sharing. + Collaborate with project managers to ensure successful delivery of IT projects within scope and timeline. + Prepare and present reports on service performance and improvement initiatives to senior management. + Manage resources effectively to optimize team productivity and achieve project goals. + Support the implementation of new technologies and processes to enhance service capabilities. **Qualifications** + Possess a strong understanding of ITIL V4 and ITIL V3 frameworks and their application in service management. + Demonstrate expertise in incident management with a proven track record of resolving complex issues. + Have experience in the Retail & Customer Services and Utilities domains understanding their unique challenges and requirements. + Exhibit excellent communication and interpersonal skills to effectively collaborate with diverse teams. + Show ability to lead and motivate a team driving performance and achieving results. + Display strong analytical skills to assess service performance and identify improvement opportunities. + Be adaptable to changing environments and open to learning new technologies and processes. **Certifications Required** ITIL V4 Certification ITIL V3 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.