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    Associate - Projects - Chennai, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Chennai, India

    1 week ago

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    Description

    Team Lead

    Qualification:

    Bachelor's in Science/ Commerce/Engineering or equivalent

    Responsibility:

    Business/Customer:

    • Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs.
    • Adherence to customer security and compliance requirements.
    • Implementation of approved change requests in line with customer change management process.
    • Responsible for incident life cycle following ITIL / BIC frame work as applicable.
    • Adherence to customer communication etiquette.
    • Ensure stated productivity requirements are met for the engagement.

    Project/Process:

    • Review CSAT feedback and ensure timely implementation of corrective actions.
    • Participate in Critsit process to resolve the incident in a timely manner.
    • Log and triage incidents.
    • Coordinate with resolver groups vendors/carriers.
    • Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3 ).
    • Provide inputs to FAQ database / KR / contribute towards updating knowledge articles.
    • Contribution to continuous service improvement plans (CSI).
    • Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners.
    • Effective floor Management.

    Team/People:

    • Continually assess skill level and provide intervention assistance.
    • Contribute to and participate proactively in knowledge sharing sessions.
    • Encourage team individuals to participate in organization innovation programs.
    • Act as a buddy for new hires.
    • Makes recommendations on R&R for team / individual achievement.
    • Makes recommendations to team lead on team's performance rating.

    Organization:

    • Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.
    • Adherence to Organizational policies and processes (including Cognizant's security policies LP timelines etc).
    • Participate in recruitment drives.

    Must Have Skills

    • Unified Communication - Avaya
    • Cisco IP Telephony
    • Basic IP Telephony

    Good To Have Skills

    • Microsoft Teams
    • Audio/Video Conferencing
    • Cisco Unified Communicatio Mgr
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