Job Summary
Apigee Response diagnosis resolution and tracking by phone email and chat of customer support queries. - Maintain response and resolution speed as defined by SLOs - Keep high customer satisfaction scores and follow quality standards in 90% of cases. - Assist and respond consults from other Technical Support Representatives through existing systems and tools. - Use existing troubleshooting tools and techniques to establish root cause for queries and provide
Responsibilities
Apigee Tech Specialist Education Guidelines: Science / Engineering graduate Experience Guidelines: 6+ years.Drive technical delivery for given module / work package / complete work package oversee and develop components of work package / complete work package as per the client or project requirements for all the assigned deliverables modify complex systems or develop new sub- systems and supervise work executed by team of Tech Support Engineers / Senior Tech Support Engineers and members from various solutions areas as required WITH THE OBJECTIVE OF delivering high quality project deliverables WITHIN THE LIMITS OF delivery timelines security and performance guidelines..Requirements Gathering - Participate in requirement gathering JAD sessions and support documentation where applicable (business functional UI usability data compliance data migration NFR 3rd party tools & products) - Raise clarifications with customer / onsite to eliminate any ambiguity on the scope of work assigned from the Client / Project Co-coordinator track to closure any open clarifications with customer / onsite understand and translate requirements into design (FOR ONSITE): conduct meetings with customer SMEs BAs and architect to understand and clarify functional and technical requirements. Technology Advisory & Consulting (for clients) ? Engage with client stakeholders during advisory engagements ? Gather information relevant to the clients context and conduct detailed analysis using technology solution frameworks ? Seek guidance Tech Support
Certifications Required
CERTIFIED APIGEE DEVELOPER GOOGLE CLOUD PROFESSIONAL CLOUD DEVELOPER CERTIFIED KUBERNETES ADMINISTRATOR (CKA)
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.
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.