Cognizant

Technology Specialist (BB-C3F17)

Found in: Talent IN

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

  • Hadoop Administration
  • Good To Have Skills

  • Python
  • Employee Status : Full Time Employee

    Shift : Day Job

    Travel : No

    Job Posting : Feb 15 2021

    calendar_today2 days ago

    report

    info Full Time Employee

    location_on Chennai, India

    work Cognizant

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