EUC - Field Services

Found in: beBee jobs US - 2 weeks ago

Glenwood, United States Cognizant Technology Solutions Full time

Team Lead

Qualification:

Bachelor's in Science/ Commerce/Engineering or equivalent

Responsibility:

Business/Customer:

  • 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.

Project/Process:

  • 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.

Team/People:

  • 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's performance rating.

Organization:

  • Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.
  • Adherence to Organizational policies and processes (including Cognizant's security policies LP timelines etc).
  • Participate in recruitment drives.

Must Have Skills

  • Field Services
  • Desktop Support - Remote
  • Service Desk

Technical Skills



SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.

1
Field Services
PL2
Required

2
Desktop Support - Remote
PL2
Required

3
Service Desk
PL2
Required

Proficiency Legends



Proficiency Level
Generic Reference

PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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