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    Sr. Associate - Hyderabad, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Hyderabad, India

    2 weeks ago

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    OTHER
    Description

    TEAM LEAD

    • Job summary

    We are seeking a dedicated Team Lead - Senior Associate with a strong background in Field Services and a proven track record of leading teams to excellence.

    With a role that bridges technical expertise and team management the ideal candidate will drive operational efficiency ensure high-quality service delivery and foster a culture of continuous improvement.

    This position requires a minimum of 5 to 8 years of experience in the field services domain.

    • Experience
    5to8yrs

    • Roles & Responsibilities

    RESPONSIBILITIES
    Participate in EUC Field Service transition activies
    Assit and be part of Knowledge gatherting and documentation from External Customers andor Incumbents
    Analysis of Service provision and resourcing based on SLAs Assets Call Volumes Site criticality and customer requirements
    Due Diligence with customer prior to RFP BAFO submissions
    Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC Field Services
    Create Process Document of current service for the customer and Partner
    Work closely with our Third Party Partner
    Understanding of Desk side Support duties and process
    Strong understanding of BreakFix Service Requests IMAC Incident Problem Configuration management and processes within ITIL
    Strong Customer Relationship skills
    Strong Vendor Relationship skills
    Strong cross tower relationtionship skills
    Project Management of your work stream
    Active management and coordiantion of workload in the region
    Review of open and assigned tickets as directed by the tower lead
    Assist delivery lead in revewing and verifying vendor invoices
    When required assist delivery lead in generating customer invoices
    Strong understanding and skills in SLA KPI Management
    Review with the Delivery Managers and other internal departments
    MIS and Reporti
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