Cognizant Technology Solutions is looking for a SERVICE DELIVERY MANAGER to join our team of IT professionals in a permanent role. If you meet our background requirements and skills and are looking for an opportunity with these skills and expertise, here is the ideal opportunity for you!
Role: Service Delivery Manager
15+ years of experience
Location: We are ideally looking for candidates in and around Edison NJ to work at the Client site in a hybrid model (3 days per week).
Roles & Responsibilities:
- Overall Delivery of Non-Prod support operations.
- Fully own the tickets and tasks assigned to the Non-Prod support team.
- Initiate Incident Management Process for High severity incidents on Non-Prod.
- Start bridge; Pull in necessary stakeholders (Cognizant, Wells and Third party) into a call/chat.
- Drive call towards resolution of incident.
- Manage Queue and ensure all tickets are properly assigned to the right support personnel; Ensure SLA is met for Response.
- Track tickets to closure and ensure Resolution SLA/KPI is met.
- Front end Non-Prod support activities.
- Interface and respond to every email addressed to the group and ensure all threads are responded to.
- Be the face of Non-Prod support amongst calls or emails from Platform support or App Dev teams.
- Identify opportunities for Process efficiency improvement.
- Elimination opportunities in L1.
- Documentation and Left shift of activities into L1.
- Identify Automation opportunities within the scope of activities done by L1 team.
- Drive the various deliverables - including Weekly/Monthly Status reports; Access trackers; Confluence updates tracker.
Technical Skills:
- Should possess understanding of supporting Java Applications.
- Knowledge on SQL queries essential.
- Good Understanding of Batch jobs - Distributed technology.
- Understanding of Mainframe batch jobs preferred.
Process Skills:
- ITIL skillset; Fundamental Support Process - Ticket Management (Queue Management), Incident Management, Service Request fulfillment.
- Continual Service Improvement driver.
- Should be able to identify areas of improvement and optimization and drive the initiatives to closure.
Communication Skills:
- Assertive Communication.
- Robust closure of loops/email threads.
Leadership Skills:
- Service Delivery Manager; Hands on support experience; Lead by example.
Salary and Other Compensation:
The annual salary for this position depends on the experience and other qualifications of the candidate. This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan