AddressWhat makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU - people with an entrepreneurial spirit who want to make a difference in this world. At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.
Position Summary:
- This position under this nomination works as part of our client's IT team which is managing technical Support for end users and systems across ANZ region who use complex hardware and applications in a retail environment.
- This infrastructure and its uptime are a key enabler for the users to perform their job functions.
- The position requires over 4 years of work experience in a Technical Support environment.
- This role requires understanding of the specific technology stack and the interfaces between custom hardware and application solutions, along with processes and procedures defined across the customer organization.
- The role also requires understanding the hardware landscape, software architecture, installation & configuring of applications / software across environments, and playing the custodian role while delivering within the set Business SLAs across a multi partner environment with minimal to nil downtime due to IT application or hardware in the customer environment.
Mandatory Skills:
- Minimum 16+ yrs experience in Technical Support environment.
- ITIL certified professional with over 16+ years of rich combined expertise in IT service delivery, Technical Support, incident management, stakeholder management, project management, and quality assurance.
- Providing high-end Technical Support for end users, small and medium business and large enterprises and managing incidents and ensuring high end-user satisfaction levels through.
- Initiating/conducting WAR Rooms (Command Centre) and engage stakeholders and international service providers during crisis and restoring normal services during crisis.
Duties and Responsibilities:
- Managing multiple teams, store IT & password, alert monitoring, unable to trade and self-service.
- Manage day to day operations and ensure daily calls and incident SLAs are met.
- Ensure that the project meets all the monthly SLA's and KPI's as per the contract.
- Be a part of daily, weekly, and monthly client meetings to showcase performance and take away feedback.
- Drive innovation / RPA projects within the team.
- Proficiency in ticketing tool ServiceNow.
- Effectively manage client escalations and ensure to identify the root cause and the CAPA.
- Assist service desk analyst if there are no suitable knowledge articles available to assist in the management of the Incident.
- Escalate an incident directly to a 2nd level support team if service desk does not have the knowledge to resolve the Incident.
- Effectively manage shrinkage, attritions, and performance of the team members.
- Monitoring any potential service level breaches and proactively driving them to closure.
- Manage Leads performance and be responsible for their deliverables as a part of hiring process.
- Forecasting the volume and plan weekly schedule for the teams.
Salary Range: $95,000-$115,000
Next Steps:
If you would like to express interest in role, please click on the APPLY button now. We thank you for taking interest in this opportunity with us. For a complete list of opportunities with Cognizant visit http://www.cognizant.com/careers
Cognizant is committed to providing Equal Employment Opportunities. Successful candidate will be required to undergo a background check.
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