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Keywords / Skills : Service Delivery, L2, L3, incident, Request, Change and Escalation, RFPL3 support, SLA Delivery

8 - 10 years
Posted: 2019-03-12

Banking/ Financial Services
Project Management
ERP, CRM - Support Engineer
Posted On
12th Mar 2019
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 Company

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 or follow us @Cognizant.
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