Associate jobs in Pune at Cognizant Technology Solutions India Pvt Ltd

Job Description :Team LeadQualification:Bachelor's in Science/ Commerce/Engineering or equivalentResponsibility:Business/Customer: * Perform SOP activities with business impact understanding of customer environment and contribute to improve

Job Description

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.