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    Sr. Associate - Chennai, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Chennai, India

    Found in: beBee S2 IN - 4 days ago

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    OTHER
    Description

    Service Manager

    Qualification:

    B Sc, M Sc BE, MCA

    Responsibility:

    Stakeholder Management:

    • Responsible for liaising between project teams across locations and the Customer.

    Service Management:

    • Participate and provide inputs for release planning.
    • Act as the Cognizant Delivery team point of contact for the portfolio.
    • Support Service Management / process related activities performed by the SMO with relevant delivery data.
    • Responsible for end to end services for the application cluster / portfolio being managed.
    • Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls.

    Service Tracking:

    • Ensure adherence to SOW requirements including client security and compliance needs.
    • Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
    • Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc).
    • Prepare performance dash boards & management reports.
    • Ensure schedule adherence for release requests and notify stakeholders in case of deviations.

    Service Execution:

    • Conduct periodic data analysis, perform RCA for any targets missed and customer escalations.
    • Report the findings to the Service Manager.
    • Implement all Corrective and Preventive actions.
    • Deploy process as defined in the process handbook.
    • Prepare release notes and ensure application documents are updated to reflect the changes made.

    Knowledge Management:

    • Ensure complete KT to support teams before any production release.

    People Management:

    • Coach the delivery team.
    • Continually assess skill level and provide intervention assistance.
    • provide inputs for learning plans.
    • Conduct regular meetings with the project teams and address their issues / concerns.
    • Accountable to manage the workload of the team.
    • Provide inputs for appraisal rating, promotion recommendations and rewards and recognition.
    • Evaluate candidates during lateral hiring process.

    Contribution to Org Initiatives:

    • Adhere to Organization policies and procedures.
    • Participate in Customer round table discussions/floor visits and share project experience.
    • Share best practices with the Organization and leverage Organization assets for the benefit of the project.

    Business Development and Customer Relationship Management:

    • Report performance dashboards on a periodic basis to the customer stakeholders.
    • Engages with Customer and drive status report meetings.
    • Jointly work with the customer to prioritize improvement opportunities.
    • Manage all Customer requests through effective queue management (prioritization of demand).
    • Identify and assess service improvement opportunities.

    Account Operations:

    • Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span.
    • Coordinate shift operations and logistics effectively.
    • Perform task and module level estimations and conduct reviews to ensure quality of deliverables.
    • Provide inputs for resource level projections (like leave plans, additional resource requirements etc).
    • Implementation of planned Service Improvement initiatives.

    Audit:

    • Participate and provide inputs for all audits.

    Must Have Skills

    • SFDC Dev & Customization
    • Salesforce Integration
    • Salesforce Configuration

    Good To Have Skills

    • ANSI SQL
    • Core Java
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