Associate - Gurgaon, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Gurgaon, India

    2 weeks ago

    Default job background
    OTHER
    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

    • Service Desk App Support
    • Desktop Support - Remote
    • Service Desk Asset Services
    • Unified Device Mgt-MobileIron
    • Desktop Management - MAC
    • UnifiedDevice Mgt-WorkspaceOne

    Good To Have Skills

    • Service desk - UAM
    • Field Services
    • Desktop Mgt-Zoho ManageEngine
    • Desktop Management - Dell Kace
    • Desktop Management - Altiris
    • Unified Device Management-Good
    • Service Desk
    • Desktop Mgt- IBM Endpoint Mngr
    • Desktop Management - Landesk