Cognizant Technology Solutions Sr. Associate - Projects in Deerfield, Illinois

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Service Transformation Manager

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Qualification:

nBSc, BE, BTech/MCA (Optional)nn

Responsibility:

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Stakeholder Management:

nn? Act as the Single Point of Contact for Problem Management process.n? Liaise with the Business and IT stakeholders (both internal and external) during Problem Management Process.n? Participate and provide updates on daily production support status calls and governance meetings.nn

Service Management:

n? Periodically validate escalation mechanisms that are put in place.n? Ensure relevant notification methods are configured in the system to notify ?.n? a Users.n? b Level 2 teams in case of functional escalation.n? c Management in case of hierarchical escalation.n? In case of Major incidents ?.n? a Establish teleconference bridges (both technology and business hotlines), involve relevant stakeholders and chair the discussions to successful closure.n? b Initiate all incident related notifications like ETR, broadcasts etc in a standard format.n? c Conduct Major Incident review meetings as required.n? Ensure incidents escalated to 3rd party vendors or customer retained organization is tracked to closure.n? Ensure the L1 application support teams / service desk personnel are trained on the tickets to be left shifted.n? Liaise with problem management teams for initiating RCA and permanent fixes.n? Actively participate in Change Advisory Board meetings and provide inputs for change impact analysis.n? Work closely (inputs for problem simulation) with the Change and Release Management teams during emergency fixes.n? Participate and provide key inputs while invoking Business Continuity options during Major outages.n? Analyze the Known Error records (along with delivery teams) on a periodic basis to identify candidates for permanent fixes, candidates that can resolved at Level 1, and enable Self Service options.n? Provide inputs to SLA/OLA rebase line exercise (pertinent to Incident Management).n? Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements through Operational Level Agreements.nn

Service Tracking:

n? Ensure process adherence across all delivery teams (covering the entire portfolio/account).n? Ensure Incident / availability SLA?s agreed are met consistently.n? Analyze metrics data to find service bottlenecks and provide inputs to the Service Improvement plan.n? Perform periodic productivity analysis to drive operational efficiencies.nn

People Management:

n? Have regular meetings with the project teams and address their issues / concerns.n? Manage the workload of the team.n? Provide inputs for appraisal rating, promotion recommendations and rewards and recognition.n? Manage and mentor the Change Management / delivery team.n? Continually assess skill level and provide intervention assistance for the team members.n? Provide inputs for learning plans.n? Maintain effective workin relationship (Interpersonal) within and across teams.nn

Contribution to Org Initiatives:

n? Adhere to Organization policies and procedures.n? Share best practices/assets with the Organization and leverage Organization process assets for the benefit of the account.nn

Customer Relationship Management:

n? Participate in Customer round table discussions/floor visits and share project experience.n? Collaborate with the Customer's Service Management team (if any) during Incident Management process definition and implementation.nn

Knowledge Management:

n? Participate and contribute in Academy training programs.nn

'Process Optimization & Audits:

n? Participate and contribute in Process/Quality audits.n? Review and audit the incident management process (efficiency/effectiveness) using Metrics and KPIs and make recommendations for improvement.