ASSOCIATE - PROJECTS
Team Lead
Qualification:
Bachelor's in Science/
Commerce/Engineering or equivalent
Responsibility:
Business/Customer:
- Perform SOP activities with business impact
understanding of customer environment and contribute to improve SOPs.
- Adherence to customer security and compliance
requirements.
- Implementation of approved change requests in line with
customer change management process.
- Responsible for incident life cycle following ITIL / BIC
frame work as applicable.
- Adherence to customer communication etiquette.
- Ensure stated productivity requirements are met for the
engagement.
Project/Process:
- Review CSAT feedback and ensure timely implementation of
corrective actions.
- Participate in Critsit process to resolve the incident
in a timely manner.
- Log and triage incidents.
- Coordinate with resolver groups vendors/carriers.
- Troubleshoot the escalated incident / problem and refer
/ escalate (functional and hierarchical) to the right groups (Vendors /
Level 3 ).
- Provide inputs to FAQ database / KR / contribute towards
updating knowledge articles.
- Contribution to continuous service improvement plans
(CSI).
- Responsible to develop induction documents in
consultation with relevant stakeholders for the project and ensure
successful completion of induction process for new joiners.
- Effective floor Management.
Team/People:
- Continually assess skill level and provide intervention
assistance.
- Contribute to and participate proactively in knowledge
sharing sessions.
- Encourage team individuals to participate in
organization innovation programs.
- Act as a buddy for new hires.
- Makes recommendations on R&R for team / individual
achievement.
- Makes recommendations to team lead on team's performance
rating.
Organization:
- Ensure team contributes and participates in all
organizational technology events and knowledge sharing forums.
- Adherence to Organizational policies and processes
(including Cognizant's security policies LP timelines etc).
- Participate in recruitment drives.
Must Have Skills
- HP storage Administration
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