Service Management - Change Management (CHM)
Pune, Maharashtra, India
6d ago

Qualification :

Bachelor's in Science / Commerce / Engineering or equivalent

Responsibility :

Business / Customer :

  • Participation in governance and periodic project reviews.
  • Building relationship with customer key stake holders.
  • Identification and communication of potential risks and dependencies in timely manner to stake holders.
  • Ensure adherence to customer security and compliance requirements.
  • Ensures that the team adheres to business etiquette.
  • Ensure stated productivity requirements are met for the engagement.
  • Providing suggestions / value adds for customer business / infra.
  • Project / Process :

  • Review CSAT feedback and ensure timely implementation of corrective actions.
  • Ensure effective floor and critical situation management.
  • Responsible for timely resolution of high impact situations.
  • Responsible for management of critical and complex changes where applicable.
  • Coordinate with resolver groups vendors / carriers.
  • Provide inputs to FAQ database / KR / contribute towards updating knowledge assets.
  • Ensure on time delivery of the status or shift hand over report and responding to mails / requests on time.
  • Initiate and drive continuous service improvement plans (CSI).
  • Responsible for optimum resource planning.
  • Track project performance of the team and publish it in a timely manner.
  • Team / People :

  • Contribute to and participate proactively in knowledge sharing sessions.
  • Act as a buddy for new hires.
  • Responsible for Performance management and career development and retention of the team members.
  • Conduct regular one on one feedback sessions to improve team performance.
  • Track BQ performance and derive action plans to improve on BQ performance.
  • Conduct regular team meetings to share operation process organization people updates to the team.
  • Responsible for driving Reward & Recognition and employee engagement.
  • Review technical expertise of associates Identify skill gap and initiate appropriate learning & training programs.
  • Organization :

  • Adherence to Organizational policies and processes (including Cognizant's security policies LP timesheets etc).
  • Participate in recruitment drives.
  • Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.
  • Contribute to location / SBU initiatives.
  • Must Have Skills

  • Oracle Database Administration
  • Employee Status : Full Time Employee

    Travel : No

    Job Posting : Dec 13 2021

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