At Shire, we are proud and grateful to employ military veterans and thank them for their contributions to our company and our country. See where your military experience can play a role at Shire by using our military skills translator job search tool below:
SIAM (BAU Operations)
Location: Chennai
Experience: 8+ years
Shift timings: US Shift
Role Overview
The Senior SIAM operations analyst plays a crucial role in ensuring seamless IT service operations within a multi-vendor environment. This role is responsible for vendor coordination, incident resolution, change management, CMDB integrity, knowledge management, and continuous service improvement. The ideal candidate will have strong expertise in SIAM frameworks, ITIL processes, and IT Service Management (ITSM) tools such as ServiceNow.
Key Responsibilities
SIAM & Vendor Management
Coordinate with multiple vendors to ensure consistent End to End service delivery and compliance with contractual agreements.
Monitor vendor performance ensuring adherence to SLAs and KPIs.
Act as the primary escalation point for vendor-related service issues, driving resolution in collaboration with internal teams.
ITSM & Service Operations
Lead the resolution of major incidents and recurring problems, ensuring root cause analysis and preventive measures.
Assess risks and oversee the implementation of critical changes while ensuring minimal service disruptions.
Ensure the effective handling of service requests, improving fulfillment processes and user experience.
Monitor service availability and performance, proactively identifying risks to system capacity and scalability.
CMDB & Knowledge Management
Ensure accurate and up-to-date Configuration Management Database (CMDB) records, supporting asset tracking and impact analysis.
Develop and maintain a centralized knowledge base, ensuring effective documentation of known issues, fixes, and best practices.
Process Improvement & Compliance
Identify opportunities for process optimization within SIAM governance and drive initiatives to implement ITIL best practices.
Conduct service reviews and contribute to continuous improvement initiatives across IT service functions.
Ensure compliance with organizational policies, regulatory requirements, and ITSM standards.
Stakeholder & Communication Management
Collaborate with internal IT teams, business units, and third-party vendors to enhance service delivery.
Provide technical and process guidance to junior analysts, assisting in their development.
Prepare and present service reports, dashboards, and operational insights for leadership review.
Key Skills & Competencies
Strong knowledge of SIAM frameworks, ITIL processes, and ITSM tools (ServiceNow preferred).
Proficiency in CMDB, Knowledge Management, Service Request Management, and Availability & Capacity Planning.
Hands-on experience in vendor governance, SLA monitoring, and multi-vendor coordination.
Analytical and problem-solving mindset, with the ability to interpret performance data.
Excellent communication skills to liaise between technical teams, vendors, and stakeholders.
Qualifications
Bachelor’s degree in IT, Computer Science, or related field.
ITIL v3 or ITIL v4 Foundation Certification (preferred), SIAM Foundation or Professional.
8+ years of experience in IT Service Operations, SIAM, and ITSM roles
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.