Provide centralized program and delivery operations support to the SDM owning planning governance reporting documentation training compliance dashboards RAID and financial administration. Ensure the global OT support service runs in a predictable and audit ready manner and meets SLAs across regions.
Responsibilities:
Key Responsibilities
Program Planning and Governance
Maintain the Integrated Master Plan and the calendar of governance cadences including weekly site monthly regional and quarterly global sessions. Publish agendas and minutes.
RAID Management
Own the Risks Assumptions Issues and Dependencies log. Track actions and decisions and ensure timely follow ups and necessary escalations to the SDM.
SLA and KPI Reporting
Build and maintain ServiceNow reports and dashboards including incident volume trends SLA adherence outage tracking knowledge base lifecycle training compliance and resolver performance.
Performance Packs
Prepare consolidated monthly and quarterly performance packs using PowerPoint and Excel for review forums.
Compute penalty and incentive metrics and perform trend analysis.
Documentation and Compliance
Curate SOPs work instructions templates and audit evidence within SharePoint and Confluence. Enforce ALCOA plus standards for tickets and root cause analyses.
Training and Onboarding
Coordinate training matrices onboarding checklists and site access requirements. Track training compliance status and monitor expirations.
Financial and Resource Administration
Support budget tracking purchase order and invoice reconciliation time and material and FTE utilization and forecast updates. Maintain shift rosters and coverage maps.
ServiceNow and Knowledge Base Lifecycle
Administer ServiceNow group membership and resolver group hygiene. Manage knowledge base article lifecycle workflows and ensure timely reviews and retirements.
CAPA and Interim Controls
Coordinate documentation and approvals for interim controls where requir
📌 Execution Systems-eng (Pune)
🏢 Cognizant
📍 Pune
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