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Job Summary

We are seeking an experienced Operations Support Lead to manage day-to-day workflows and oversee Level 1 (L1) and Level 2 (L2) support teams. This role is responsible for ensuring effective incident, problem, change, and request management while maintaining high service quality and SLA performance. The ideal candidate will act as an escalation point, drive continuous process improvement, ensure operational documentation is current, and support reporting, quality audits, and service reviews. Strong leadership, coordination, and analytical skills are essential to succeed in this role.

In this role, you will:

• Manage day to day workflow and assignment of the L1 and L2 levels

• Provide operational support for incident change problem and request management

• Support implementation of new controls and monitoring activities

• Ensure customer complaints and requests for information are responded to promptly and accurately and

• coordinate any necessary follow up

• Proactively ensure SOPs are up to date and accurate. Create new SOPs and guides for the techs as needed.

• Proactively ensure appropriate process and technology gaps are filled to prevent problem and incident re occurrence

• Collaborate with L1 and L2 operations team to resolve incidents

• Serve as an escalation point for issues not resolved at a technician level

• Assist Manage any reporting requirements

• Create update and maintain operations run books and operational procedures and other KPI measurements

• and benchmarks

• Create and maintain the presentations for the weekly monthly and quarterly service reviews

• Proactively do the quality audit of the cases and tasks to maintain SLA of the team

In this role, you need:

• College degree in related technical business area of equivalent work experience

• Experience in field services and logistics works

• Ability to manage conflict coach and manage performance of others and motivate people to go an extra mile

• Ability to showcase good leadership skills to motivate team members

• Typically requires 3 to 4 years of experience in managing teams

• Experience using google sheet Excel SQL Power BI Tableau or any reporting tool at proficient level

Salary and Other Compensation:

Applications will be accepted until January 15, 2026

The annual salary for this position is between $63,500 to $70,000 depending on the experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

**Benefits:** Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

+ Medical/Dental/Vision/Life Insurance

+ Paid holidays plus Paid Time Off

+ 401(k) plan and contributions

+ Long-term/Short-term Disability

+ Paid Parental Leave

+ Employee Stock Purchase Plan

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a Onsite position requiring 5 days a week in a client office in **New Albany, OH.**

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in USA without requiring employer sponsorship, now or at any time in the future.

_*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*_

**Disclaimer:** The salary, other compensation, and benefits 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.

_“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, state or local laws.”_

\#LI-MA1#CB #Ind123

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.