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Senior Associate - Operations Jobs in Pune - Cognizant Technology Solutions India Pvt Ltd

Senior Associate - Operations

Cognizant Technology Solutions India Pvt Ltd
experience-icon 0 to 3 Years
salary-icon Not disclosed
qualification-icon Other Course
Expired

Posted: 15 Aug 20

Job Description

Job Description :Service Transformation ManagerQualification:BSc,BE,BTech,MCA(Optional)Responsibility:Stakeholder Management * Act as the Single Point of Contact for Problem Management process. * Liaise with the Business and IT stakehold

Job Description

Service Transformation Manager
Qualification:BSc,BE,BTech,MCA(Optional)
Responsibility:Stakeholder Management
  • Act as the Single Point of Contact for Problem Management process.
  • Liaise with the Business and IT stakeholders (both internal and external) during Problem Management Process.
  • Participate and provide updates on daily production support status calls and governance meetings.
  • Service Management.
  • Take ownership for the Problem Management Process.
  • Define the triggers for creating problem records.
  • Ensure all problems are recorded in the service management system.
  • Ensure all Severity 1 and 2 incidents have a relevant problem record created.
  • Ensure periodic trend analysis (Severity 3/4) of incidents to identify problem areas and implement permanent fixes.
  • Ensure problem records are created for code fixes.
  • Ensure incidents problems and changes are linked in the service management tool (as applicable).
  • Ensure known errors are added to the KEDB along with the work around information.
  • Ensure incident recurrence is monitored for a defined period after deployment of permanent fixes.
  • Provide inputs to SLA,OLA rebase line exercise (pertinent to Problem Management).
  • nitiate improvements to improve application reliability.
  • Service Tracking.
  • Perform periodic productivity analysis to drive operational efficiencies.
  • Define and implement the Problem Management process in an appropriate Service Management system.
  • Ensure process adherence across all delivery teams (covering the entire portfolio,account).
  • Ensure Problem Management SLAs agreed are met consistently.
  • Analyze metrics data to find service bottlenecks and provide inputs to the Service Improvement plan.
  • a.
  • Top 10 Configuration Items.
  • b.
  • Problem Backlogs.
  • Service Execution.
  • Implement a problem classification and prioritization process.
  • Implement a process where possible permanent fixes are discussed with the customer and changes,releases are prioritized accordingly.
  • Ensure proactive problem management to reduce Mean Time Between Failures(Application strengthening).
  • People Management.
  • Have regular meetings with the project teams and address their issues, concerns.
  • Manage the workload of the team.
  • Provide inputs for appraisal rating promotion recommendations and rewards and recognition.
  • Manage and mentor the Change Management ,delivery team.
  • Continually assess skill level and provide intervention assistance for the team members.
  • rovide inputs for learning plans.
  • Maintain effective working relationship (Interpersonal) within and across teams.
  • Contribution to Org Initiatives.
  • Adhere to Organization policies and procedures.
  • Share best practices,assets with the Organization and leverage Organization process assets for the benefit of the account.
  • Customer Relationship Management.
  • Participate in Customer round table discussions,floor visits and share problem management techniques and relevant experience.
  • Collaborate with the Customers Service Management team (if any) during Problem Management process definition and implementation.
  • Knowledge Management.
  • Participate and contribute in Academy training programs.
  • Process Optimization and Audits.
  • Participate and contribute in Process,Quality audits.
  • Review and audit the Problem management process (efficiency,effectiveness) using Metrics and KPIs and make recommendations for process improvement.

Job Particulars

Role others
Education Other Course
Who can apply Freshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id979627
Job Category Others
Locality Address
Country India

About Company

Cognizant Technology Solutions India Pvt Ltd
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