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Sr. Associate - Projects

Expired Job

Cognizant Technology Solutions Bridgewater , NJ 08807

Posted 4 months ago

Service Manager

Qualification:

B Sc, M Sc BE, MCA

Responsibility:

Stakeholder Management:

  • Responsible for liaising between project teams across locations and the Customer.

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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Sr. Associate - Projects

Expired Job

Cognizant Technology Solutions