Other -- Others

Associate

Chennai

1-3 Years

EP SOFTWARE TECHNOLOGIES

Team Lead Qualification:

Bachelor's in Science/Commerce/Engineering or equivalent

Responsibility:

Business/Customer:

 •Perform SOP activities with business impact understanding of customerenvironment and contribute to improve SOPs.

• Adherence to customer security andcompliance requirements.

• Implementation of approved changerequests in line with customer change management process.

 •Responsible for incident life cycle following ITIL / BIC frame work asapplicable.

• Adherence to customer communicationetiquette.

• Ensure stated productivityrequirements are met for the engagement.

Project/Process:

• Review CSAT feedback and ensure timelyimplementation of corrective actions.

• Participate in Critsit process toresolve the incident in a timely manner.

• Log and triage incidents. • Coordinatewith resolver groups vendors/carriers.

 •Troubleshoot the escalated incident / problem and refer / escalate (functionaland hierarchical) to the right groups (Vendors / Level 3 ).

• Provide inputs to FAQ database / KR / contribute towardsupdating knowledge articles.

• Contribution tocontinuous service improvement plans (CSI).

• Responsible todevelop induction documents in consultation with relevant stakeholders for theproject and ensure successful completion of induction process for new joiners.

• Effective floorManagement.

Team/People:

 • Continually assess skill level and provideintervention assistance.

• Contribute to andparticipate proactively in knowledge sharing sessions.

• Encourage teamindividuals to participate in organization innovation programs.

• Act as a buddy fornew hires.

• Makes recommendationson R&R for team / individual achievement.

 • Makes recommendations to team lead on team'sperformance rating.

Organization:

• Ensure teamcontributes and participates in all organizational technology events andknowledge sharing forums.

• Adherence toOrganizational policies and processes (including Cognizant's security policiesLP timelines etc).

• Participate inrecruitment drives. Must Have Skills • Windows • Manufacturing Oper-Manlog