Cognizant Technology Solutions India Ltd
- Communication with Business users related to resolving queries obtain clarifications and providing updates.
- Setup Business bridge calls to update status of Critical incidents,Outages.
- Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
- Service Management.
- Responsible for the project tasks assigned.
- Initiate escalation procedure for incidents based on the agreed upon timelines and tracks it to closure.
- Manage queue effectively and allocate tasks to the team based on an allocation plan.
- Service Tracking.
- Ensure assigned tasks are completed within targets set (the tasks include incidents service requests identified problems Operational changes enhancements etc).
- Conduct peer reviews and ensure quality of deliverables.
- Service Execution.
- Comply to defined process during task execution (including problem management KEDB management etc).
- Knowledge Management.
- Contribute and participate proactively in knowledge sharing sessions.
- Provide complete KT to support teams before any production release.
- People Management.
- Manage and mentor the mentees (team).
- Provide inputs for development of learning plan for the team.
- Act as a buddy for new hires.
- Shares recommendation towards Performance management and recognition of team members.
- Contribution to Org Initiatives.
- Adhere to Organization policies and procedures.
- Participate in project and organization initiatives led by the Delivery leadership.
- Contribute new ideas and innovative approaches at work including CSI themes.
- Collate data and provide inputs for reporting requirements.
- Business Development and Customer Relationship Management.
- Participate in customer meetings and provide project updates.
- Account Operations.
- Perform task estimation,guide the service analyst on estimation.
- Co ordinate shift operations and logistics.
- Participate in audits as necessary.
Must Have Skills
- IBM Sterling B2B Integrator
- EDI Standards
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
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