What are the responsibilities and job description for the Service Delivery Manager - Application Support position at Cognizant?
Cognizant Technology Solutions is looking for a SERVICE DELIVERY LEAD to join in 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 Lead (Application Support)
15 years of experience
Location: We are ideally looking for candidates in and around Detroit MI to work at the Client site
Seeking a highly experienced Service Delivery Manager with 8-9 years of experience in AppDynamics End user monitoring. Knowledge in Asset & Wealth Management and Asset Management Operations is preferred.
- Manage Application support in Non prod environments.
- Manage daily tasks for the team assign and track their work.
- Well versed in ITL process and how Application support is done in lower environments.
- Good idea on batch monitoring / access management / data load and refresh
- Good communication skills
- Good knowledge on tools like Splunk
- Good exposure on effective usage of tools
- Good experience on automation
Roles & Responsibility:
Seeking a highly experienced Service Delivery Manager who will be responsible for Overall Delivery of Non-Prod support operations.
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 fulfilment
- 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
Responsibilities
- 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.
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
#LI-SA1
Disclaimer: The salary, other compensation, and benefits 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.
