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Sr. Technical Support Lead

3 months ago

Atlanta, Georgia, United States Cognizant Full time

Sr. Technical Support Lead

Cognizant's Digital Engineering practice is seeking a highly qualified Sr. Technical Support Lead with 10+ years plus experience developing and building high-performing, scalable, enterprise applications. You will be part of a digital software team that works on high-demand applications. Our engineers have a passion for high-quality, reliable, and maintainable code. You will work side by side with product managers, designers, and clients, making decisions together to quickly deliver valuable working software to clients and their users. Our engineers are agile and retrospective, and not afraid to identify what we're doing wrong, so we can fix it, and what we're doing right, so we can improve on it. Above all, we judge success by the success of our team and the happiness of our customers.

Cognizant Digital Engineering If you're like us, you've got big ideas. At Cognizant, we're exploring new ideas every day. We help industry leading companies reinvent their business models and innovate products that create new value—by connecting people with things, insights, and experiences. Cognizant digital engineering designs, engineers and delivers digital products and experiences that drive digital-first business models. We offer the most comprehensive digital engineering expertise and client-centric methodology for sustainable innovation.

Location: Atlanta, GA, USA

You must be legally authorized to work in the USA without the need for employer sponsorship, now or at any time in the future.

Responsibilities:

· This role will be the L2 support Sr. Lead for a group of applications in ecommerce area.

· Take ownership of the tickets assigned and troubleshoot production issues within agreed upon timelines.

· Review operational health parameters including volume trends, resolution trends, aging of issues, speed of answer and mean time to resolve, project capacity requirements.

· Prepare Root Cause Analysis report for all critical issues.

· Support Production Validation.

· Own communication of Incidents and resolution to Client Manger and Cognizant leadership.

· Identify opportunities for automation and reduction of manual efforts.

· Identify opportunities for improving application monitoring and alerting.

· Ensure the documentations like SOPS, Application handbooks etc. are kept up to date.

· Assign tickets to support analyst post initial analysis and make sure tickets resolved based on timelines.

· Creates impact analysis report for the interface fixes.

Required Qualifications:

· At least 10 + years support/ troubleshooting experience supporting the below Technical stack/tools.

· Tech Stack: Google Cloud Platform, Java, Spring Boot, Node JS, mobile Platforms (iOS, Android), Unix, AI/ML, Cassandra, Redis, akamai.

· Databases: Cloud Spanner, BigQuery, Cassandra, Oracle, DB2, MySQL, Solar, BigTable.

· Tools: Splunk, Dynatrace.

· Special skills: Adobe Analytics, Tealium, Adobe Test and Target.

· Experience in ecommerce area is a plus.

Why Choose Cognizant?

It takes a lot to succeed in today's fast-paced market, and Cognizant Technology Solutions has become a leader in the industry. We love big ideas and even bigger dreams We stand out because we put human experiences at the core. Our associates enjoy robust benefits and training opportunities from our industry-recognized, award-winning Academy team. You will have access to hundreds of technical trainings to keep your skillsets fresh and have opportunities to acquire certifications on the newest technologies.

Everything we do at Cognizant we do with passion—for our clients (fortune 100 companies), our communities, and our organization. It's the defining attribute that we look for in our people.

If you love ambiguity, excited by change, and excel through autonomy, we'd love to hear from you

About Cognizant Digital Engineering

Well-designed software transcends digital technology, going beyond the fulfillment of basic requirements to focus instead on human needs. Within Cognizant Digital Engineering, we help clients develop software products that transform human insights into tangible, production-ready digital solutions. We also work with our clients to scale their native cloud applications. Using insights from the lived experiences of our consumers, we seamlessly replace traditional service strategies with engaging, precise, and direct digital applications. Designing phenomenal software is vital to success in the digital economy—and we understand that a human-centric approach is key to this design.

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