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. Effective floor Management.

Team/People:

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.

Organization:

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.

Must Have Skills

ServiceNow ITAM

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant 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 (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.