Consulting Manager - Business Analyst – Production Support & Operational Readiness

Cognizant Consulting is a global community of experts dedicated to helping clients reimagine their business. The Business Analyst – Production Support & Operational Readiness will support enterprise platforms by ensuring stable production operations and improving operational efficiency. This role involves leading production support governance, defining support procedures, and driving user adoption.

Responsibilities:

• Lead production support governance including ticket intake, triage, prioritization, and escalation
• Define and maintain support procedures, SLAs, and reporting frameworks
• Support operational readiness for new releases and enhancements
• Partner with stakeholders to drive onboarding and user adoption
• Support AI-enabled intake and self-service workflows
• Drive automation opportunities to reduce manual support activities
• Act as liaison across business, technology, and vendor teams
• Develop reporting dashboards for ticket trends, SLAs, and operational metrics
• Analyze production issues and drive continuous process improvement initiatives

Requirements:

• Experience as a Business Analyst or Program Analyst in production support or operations environments
• Strong experience with ticketing systems, support governance, and SLA management
• Experience working with cross-functional and vendor teams
• Strong analytical, problem-solving, and stakeholder communication skills
• Experience supporting enterprise platforms or service delivery tools
• Experience in telecom or enterprise service delivery environments
• Familiarity with AI-enabled support tools or automation frameworks
• Experience with reporting and dashboard tools
• Strong process improvement mindset and operational excellence focus