This role sits at the heart of Cognizant's strategic engagement with one of the world's leading enterprise technology companies. As a Principal Technical Lead, you will represent the highest level of ITSI expertise within our delivery team — with direct client visibility and significant influence over platform outcomes.
About the Role
We are looking for a Principal Technical Lead to own critical ITSI escalations, drive platform optimisation, and lead a team of engineers delivering outstanding service intelligence outcomes. This is a senior role for a technically exceptional individual who can operate at both the strategic and hands-on level.
What You Will Do
Lead resolution of critical ITSI escalations with end-to-end ownership and high customer satisfaction
Provide hands-on technical guidance to Senior Engineers and Tech Leads for complex KPI failures, service health degradation, and event correlation issues
Conduct advanced RCA using ITSI diagnostic data, logs, and performance metrics; deliver actionable insights and preventive solutions
Collaborate directly with enterprise customers to drive incident resolution and improve platform adoption
Oversee ITSI optimisation initiatives including KPI tuning, service modelling, and dashboard performance
Validate product updates, patches, and enhancements; align with real-world use cases and operational needs
Deliver and enhance technical training programs based on product changes, RCA learnings, and field trends
Mentor engineers and conduct knowledge-sharing sessions to improve troubleshooting efficiency
What You Bring
Deep expertise in KPI design, service modelling, episode review, and event aggregation
Solid SPL and search optimisation knowledge
Experience with Python and Shell scripting for automation
Prior experience in a technical leadership or managerial role
Splunk Certified Admin and Splunk ITSI Certified Admin (Legacy preferred)