Job Description



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 ITOM