Field Support RSM
Work Location: onsite at client office
- Directly connected to Tranomon Hills station
Language Requirement:
- Business level English and Japanese (N1 – N2 level)
Job responsibilities:
· Plan/Execute/Lead ‘Field Services Transition’/’Field Support BAU delivery’ as per role requirement
· Co-ordinate with Client Regional Service managers and Field support Vendor delivery managers for specified regions to set up Standard Globalized process.
RSM will be accountable Hiring Onsite resources, Skilling up the Remote Desktop Support Team to reduce uncalled Field dispatches for tickets which can be fixed remotely, Field Support Operations stabilization, discuss Project/non BAU additional business opportunities with Client and update Senior management, Conduct Weekly/Monthly/Quarterly reviews for Client and Project Delivery team on Field Support performance, Filed Support Runbook creation, Identify and plan Service improvement Idea’s etc.
Vendor Management – Ownership and accountability towards Governance reviews, Billing reviews, Invoices review/approval, non BAU project planning & Execution, E-bonding ownership (Project specific Ticketing tool with FS vendors ticketing tool/s), FTE management , Change request process ownership to on-board/off-board any Client site, Escalation Management
Client Management – Ownership and accountability towards Field Services Operations, Weekly reviews, assistance/coaching of Projects (non BAU) planning & Execution towards End user Computing Environment, E-bonding ownership (Project specific Ticketing tool with FS vendors ticketing tool/s), Change request process ownership to on-board/off-board any Client site, Escalation Management
Team Management – Daily connect, volumetric reviews, resource planning, Projects (Non BAU) brainstorming/Planning/Execution
· Compliance Ownership
Client Specific:
o Windows Encryption(bit locker) or other 3rd party tool compliance as part of standard Imaging process
o Monthly Desktop level Windows patching compliance as per SOW
o Monthly Desktop level Anti-virus active compliance environment as per SOW
o Various Client defined Field support (Both In house FS FTE and FS dispatch sites) monthly SLA’s
o CSAT monthly compliance as per SOW
Vendor Specific:
o Field Support Vendors SLA reviews – weekly/monthly/quarterly
o Field Support Vendors Billing reviews – BAU/Project work
o Vendors FTE’s performance review
o CSAT monthly compliance as per SOW
Must have skills:
· Client interfacing skills , team management skills, Vendor management skills
· Knowledge and experience to create hardware and software road map for applicable accounts
· Knowledge of ITIL best practices and use of issue/problem tracking systems
· Knowledge on Mobile Device support and project management - to planning and drive projects related to End user devices (Phone/Laptop rollouts etc.)
· Inventory and asset management skills
· Datacenter environment support/migration/set up knowledge/skills to plan/drive/assist datacenter related projects
· Knowledge on Desktop support management tool Ex: SCCM (or similar tool’s) functional knowledge to manage technical team accountable for OS Imaging/creation/deployment, application packaging and Desktop level AV (SCCM/standalone WSUS etc.) management.
· Knowledge in End user Hardware support/audit/refresh etc.
· Ability to manage Desktop Mac support team
· Available for Technical consulting/review with support team and/or Field support Vendors on BAU escalated cases related to MS office, Abode, Outlook/Exchange, Lync/Skype of business and other desktop environment applications
· Generic knowledge on Active Directory Domain environment, DHCP, DNS, Windows GPO, WINS, and TCP/IP commands for co-ordination/review with support team and/or Field support Vendors for BAU escalated cases related to End user computing
· Knowledge/experience on Mac and Windows Desktop support best practices.
Requirements:
· Bachelor’s (or related) degree with 8+ yrs. of experience on EUC/Remote support.
· ITIL certification preferred
· Good Verbal and Written communication skills
· Client interfacing skills , team management skills, Vendor management skills
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.
