Cognizant SR. ASSOCIATE – PROJECTS B
Sc, M Sc BE, MCA
Service
Management:
Participate
and provide inputs for release planning.
Act
as the Cognizant Delivery team point of contact for the portfolio.
Support
Service Management / process related activities performed by the SMO with
relevant delivery data.
Responsible
for end to end services for the application cluster / portfolio being managed.
Coordinate
with onsite and offshore teams as necessary during project delivery, including
daily connect calls.
Service
Tracking:
Ensure
adherence to SOW requirements including client security and compliance needs.
Follow
up with internal and external stakeholders (Customer and Vendor liaison) to
progress tickets to resolution.
Ensure
adherence to defined processes (like creating problem records, performing
timely RCA's, creating knowledge articles, maintaining application
documentation etc).
Prepare
performance dash boards & management reports.
Ensure
schedule adherence for release requests and notify stakeholders in case of
deviations.
Service
Execution:
Conduct
periodic data analysis, perform RCA for any targets missed and customer
escalations.
Report
the findings to the Service Manager.
Implement
all Corrective and Preventive actions.
Deploy
process as defined in the process handbook.
Prepare
release notes and ensure application documents are updated to reflect the
changes made.
Knowledge
Management:
Ensure
complete KT to support teams before any production release.
People
Management:
Coach
the delivery team.
Continually
assess skill level and provide intervention assistance.
provide
inputs for learning plans.
Conduct
regular meetings with the project teams and address their issues / concerns.
Accountable
to manage the workload of the team.
Provide
inputs for appraisal rating, promotion recommendations and rewards and
recognition.
Evaluate
candidates during lateral hiring process.
Contribution
to Org Initiatives:
Adhere
to Organization policies and procedures.
Participate
in Customer round table discussions/floor visits and share project experience.
Share
best practices with the Organization and leverage Organization assets for the
benefit of the project.
Business
Development and Customer Relationship Management:
Report
performance dashboards on a periodic basis to the customer stakeholders.
Engages
with Customer and drive status report meetings.
Jointly
work with the customer to prioritize improvement opportunities.
Manage
all Customer requests through effective queue management (prioritization of
demand).
Identify
and assess service improvement opportunities.
Account
Operations:
Plan
resource rotation to comply with Organization / Business Unit recommended
Pyramid and Span.
Coordinate
shift operations and logistics effectively.
Perform
task and module level estimations and conduct reviews to ensure quality of
deliverables.
Provide
inputs for resource level projections (like leave plans, additional resource
requirements etc).
Implementation
of planned Service Improvement initiatives.
Audit:
Participate
and provide inputs for all audits.
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