Cognizant - Hiring B.Sc, M.Sc, BE, MCA for SR. ASSOCIATE – PROJECTS

SR. ASSOCIATE - PROJECTS

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.

Must Have Skills

• Apigee

Good To Have Skills

• ANSI SQL

• JDBC

• Core Java

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