Own service support functions - Incident, Request, Change and Escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities
Should have experience in handling application production support / application development teams
Accountable for Delivery of Services end to end (Application support – L1, L2, L3, RM, CM etc.,) as per the defined contract for the multiple projects being managed and adherence of SLA’s as per contract
Ability to understand technical issues in applications and actively take part in escalation calls, provide inputs to teams for service improvements
Should be able to understand the issues (technical/non-technical) better and be able to make judgement based on the scenarios
Experience in handling new RFPs from customers and been part of solution development is desirable
Accountable for Service performance through definition and management of Metrics and KPIs
Work with the Service Transformation Head to establish SMO (Service Management Office) with appropriate roles, skills and relevant processes required for Delivery
Responsible for integrating SMO (Service Management Office) roles with service delivery
Ensure Service Continuity to all services being delivered
Ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive Continuous Improvement Process.
Service Delivery Management with prior experience in technical hands on, IM, SR, Problem Management
L1/L2/L3/L4/RM scope of work experience
Handled a production support team and owned end-to-end delivery
Candidate should have hands-on technical experience and should be able to understand technical issues and provide solutions that are appropriate.
Good knowledge in programming languages like .NET or Java with SQL is mandatory
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases