Service Delivery Management

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
Banking/Accounting/Financial Services
Kuala Lumpur
Years of Experience
8 - 10 years
Posted On
12th Mar 2019
Service Delivery,L2,L3,incident,Request,Change and Escalation,RFPL3 support,SLA Delivery

Job Description:

Job Description: 
  • 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 
Job Requirements: 
  • 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 

About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.