Associate Operations Mgr | [YA206]

Associate Operations Mgr | [YA206]

13 Sep
Pune Division

13 Sep


Pune Division


Delivery Manager

Qualification :

Bachelor's in Science/ Commerce/Engineering or equivalent

Responsibility :

Business/Customer :

- Participation in governance and periodic project reviews.

- Building relationship with customer key stake holders.

- Identification and communication of potential risks and dependencies in timely manner to stake holders.

- Ensure adherence to customer security and compliance requirements.

- Ensures that the team adheres to business etiquette.

- Ensure stated productivity requirements are met for the engagement.

- Providing suggestions/value adds for customer business/infra.

Project / Process :

- Review CSAT feedback and ensure timely implementation of corrective actions.

- Ensure effective floor and critical situation management.

- Responsible for timely resolution of high impact situations.

- Responsible for management of critical and complex changes where applicable.

- Coordinate with resolver groups vendors/carriers.

- Provide inputs to FAQ database / KR / contribute towards updating knowledge assets.

- Ensure on time delivery of the status or shift hand over report and responding to mails/requests on time.

- Initiate and drive continuous service improvement plans (CSI).

- Responsible for optimum resource planning.

- Track project performance of the team and publish it in a timely manner.

Team / People :

- Contribute to and participate proactively in knowledge sharing sessions.

- Act as a buddy for new hires.

- Responsible for Performance management and career development and retention of the team members.

- Conduct regular one on one feedback sessions to improve team performance.

- Track BQ performance and derive action plans to improve on BQ performance.

- Conduct regular team meetings to share operation process organization people updates to the team.

- Responsible for driving Reward & Recognition and employee engagement.

- Review technical expertise of associates Identify skill gap and initiate appropriate learning & training programs.

Organization :

- Adherence to Organizational policies and processes (including Cognizant's security policies LP timesheets etc).

- Participate in recruitment drives.

- Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.

- Contribute to location/SBU initiatives.

Must Have Skills

- Load Balancer – Citrix

- Splunk

The original job offer can be found in Kit Job:

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