Team Lead
Team Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- 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 teams performance rating
- Ensure team contributes and participates in all organizational technology events and knowledge sharing forums
- Adherence to Organizational policies and processes (including Cognizants seurity policies LP timelines etc)
- Participate in recruitment drives
Employment Type
Full Time
