ETL Developer - 00034409311
DESCRIPTION/RESPONSIBILITIES:
Service Manager
Responsibility:
Stakeholder Management:
* Responsible for liaising between project teams across locations and the Customer.
Service Management:
* Participate and provide inputs for release planning.
* Act as the Cognizant Delivery team point of contact for the portfolio.
* Support Service Management / process related activities performed by the SMO with relevant delivery data.
* Responsible for end to end services for the application cluster / portfolio being managed.
* Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls.
Service Tracking:
* Ensure adherence to SOW requirements including client security and compliance needs.
* Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
* Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc).
* Prepare performance dash boards & management reports.
* Ensure schedule adherence for release requests and notify stakeholders in case of deviations.
Service Execution:
* Conduct periodic data analysis, perform RCA for any targets missed and customer escalations.
* Report the findings to the Service Manager.
* Implement all Corrective and Preventive actions.
* Deploy process as defined in the process handbook.
* Prepare release notes and ensure application documents are updated to reflect the changes made.
Knowledge Management:
* Ensure complete KT to support teams before any production release.
People Management:
* Coach the delivery team.
* Continually assess skill level and provide intervention assistance.
* provide inputs for learning plans.
* Conduct regular meetings with the project teams and address their issues / concerns.
* Accountable to manage the workload of the team.
* Provide inputs for appraisal rating, promotion recommendations and rewards and recognition.
* Evaluate candidates during lateral hiring process.
Contribution to Org Initiatives:
* Adhere to Organization policies and procedures.
* Participate in Customer round table discussions/floor visits and share project experience.
* Share best practices with the Organization and leverage Organization assets for the benefit of the project.
Business Development and Customer Relationship Management:
* Report performance dashboards on a periodic basis to the customer stakeholders.
* Engages with Customer and drive status report meetings.
* Jointly work with the customer to prioritize improvement opportunities.
* Manage all Customer requests through effective queue management (prioritization of demand).
* Identify and assess service improvement opportunities.
Account Operations:
* Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span.
* Coordinate shift operations and logistics effectively.
* Perform task and module level estimations and conduct reviews to ensure quality of deliverables.
* Provide inputs for resource level projections (like leave plans, additional resource requirements etc).
* Implementation of planned Service Improvement initiatives.
Audit:
* Participate and provide inputs for all audits.
Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/ orientation/gender identity
