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Support Lead
2 months ago
Support Lead
Job Summary
Cognizant is looking for a Support Lead with at least 7+ years of experience in developing customized product for our clients. Cognizant needs a motivated individual to challenge the status quo and provide thought leadership/best practices to enhance our current services and technologies.
An ideal candidate is someone who enjoys working in a fast paced, collaborative environment. Someone that values the “team” and leverages the opinions and expertise of their teammates to deliver quality.
Location: Skillman , NJ (Hybrid)
Work Authorization: You should be legally eligible to work for any employer in the US without the need for a sponsorship now or in the future.
Responsibilities:
• Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation.
• Track and report on metrics for tickets assigned to and handled by the Application Support team.
• Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction.
• Lead and triage incidents and service requests assigned to team queues in JIRA or other incident management systems
• Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s.
• Develop knowledge management database for employee self service of incidents, and knowledge transfer for offsite support team.
• Balance the workload of service requests and the headcounts of support team;
• Continuous improvement to the support processes for better clarity of the requirements and to reduce processing cycle time.
• Conduct weekly/monthly meetings with internal and client stake holders and support team for presenting support status updates.
• Build and manage the IT Application Support Team’s roadmap.
Required Qualifications:
• Digital asset management domain expertise in a marketing organization.
• Minimum 7 years of related experience
• At least 2 years of experience working with Aprimo product stack
• Facilitate a strong team environment, support and guide staff in goal setting, and skills development.
• Highly motivated and self-directed individual with the ability to drive process improvement.
• Strong capacity to build and work with teams and collaborate across functions and breakdown silos.
• Strong business results orientation to understand business needs and deliver value and high-quality results.
• Strong problem-solving skills and experience performing cause and effect analysis.
• Strong organizational, problem-solving, and analytical skills.
• Must be well-organized and able to work on and manage multiple concurrent projects.
• Working in a regulated environment, particular healthcare is helpful but not required.
• 5+ years of corporate IT application support management experience working with offsite support teams for different business applications.
• Strong interpersonal and communication skills.
Benefits:
Cognizant offers the following benefits for this position along with the base salary, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer: The benefits 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.
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.
About Cognizant
Cognizant (Nasdaq: CTSH) engineers’ modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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