Manager Technical Operational
Scope of the Role
Technical Lead – Drive and lead the team for management of one or more application portfolios WITH the objective of timely restoration of services and fulfillment of business requests thereby meeting service level commitments and continuous service improvement, in the portfolio managed WITHIN THE LIMITS OF pre-defined corporate guidelines.
Responsible for liaising between project teams across locations and the Customer
Participate and provide inputs for release planning
Act as the Cognizant Delivery team point of contact for the portfolio
Support Service Management / process related activities performed by the SMO with relevant delivery data
Responsible for end to end services for the application cluster / portfolio being managed
Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls
Ensure assigned tasks are completed within targets set (the tasks include incidents, service requests, identified problems, Operational changes, enhancements etc.)
Conduct peer reviews and ensure quality of deliverables.
Ensure adherence to SOW requirements including client security and compliance needs
Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution
Ensure adherence to defined processes (like creating problem records, performing timely RCA’s, creating knowledge articles, maintaining application documentation etc.)
Prepare performance dash boards & management reports
Ensure schedule adherence for release requests and notify stakeholders in case of deviations
Conduct periodic data analysis, perform RCA for any targets missed and customer escalations; Report the findings to the Service Manager; Implement all Corrective and Preventive actions
Deploy process as defined in the process handbook
Prepare release notes and ensure application documents are updated to reflect the changes made.
Ensure complete KT to support teams before any production release.
Coach the delivery team
Continually assess skill level and provide intervention assistance; provide inputs for learning plans
Conduct regular meetings with the project teams and address their issues / concerns
Accountable to manage the workload of the team
Provide inputs for appraisal rating, promotion recommendations and rewards and recognition
Evaluate candidates during lateral hiring process.
Adhere to Organization policies and procedures
Participate in Customer round table discussions/floor visits and share project experience
Share best practices with the Organization and leverage Organization assets for the benefit of the project.
Report performance dashboards on a periodic basis to the customer stakeholders
Engages with Customer and drive status report meetings
Jointly work with the customer to prioritize improvement opportunities
Manage all Customer requests through effective queue management (prioritization of demand)
Identify and assess service improvement opportunities.
Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span
Coordinate shift operations and logistics effectively
Perform task and module level estimations and conduct reviews to ensure quality of deliverables
Provide inputs for resource level projections (like leave plans, additional resource requirements etc.)
Implementation of planned Service Improvement initiatives.
Participate and provide inputs for all audits.
Requirements of the role:
Strong experience with AWS, Wherescape, Unix
Streamsets knowledge is an advantage
5-10 years relevant experience
Experience of ITIL Support modules for Incident Management
Nice to have if you skilled Oracle, Informatica, SQL
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 14 2023
Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.