Job Summary
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
Responsibilities
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
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
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 performance rating
Ensure team contributes and participates in all organizational technology events and knowledge sharing forums
Adherence to Organizational policies and processes (including Cognizant security policies LP timelines etc)
Participate in recruitment drives
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.