Associate
Year Chennai, Tamil Nadu, India
Job Description
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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.
- 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 team\'s performance rating.
- Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.
- Adherence to Organizational policies and processes (including Cognizant\'s security policies LP timelines etc).
- Participate in recruitment drives.
- Incident Management
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Job Detail
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Job IdJD3323691
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationChennai, Tamil Nadu, India
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EducationNot mentioned
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ExperienceYear