Manager Projects - Bengaluru

#Cognizant is Hiring

Position Summary:

• Hands-on experience in Level 2 Production Support responsibilities.

• Understanding of ITIL process[Incident, problem, configuration, change and release management]

• Participates in all stages of the service introduction and is responsible for all SLA/KPI’s agreetment.

• Responsible for component level requirements, analysis, design, code and test using different

• Perform key onsite activies such as owning client communication, onshore-offshore sync-ups, work prioritation, service stability, service improvements plans, joining relevant technical bridges to drive service resolution.

• Coordination of query resolution among different teams

I. Key Result Areas

• Clear understanding of SLA/KPI’s

• Ownership of production support BAU tasks.

• Track project progress and ensure on time delivery of service commitements.

• Ensure error free deliverables by driving adherence to quality assurance norms and guidelines

• Ensure Zero escalations from customer on tickets / requests resolved by team.

• Maintain transparent communication between onshore and offshore team to gain confidence.

• On time delivery of teams work requests that includes operational changes and functional enhancements.

• Groom individuals to avoid single point of failure to maintain service continuity.

• Deliver project status reports and service metrics at required periodicity

II. Accountability/Responsibility

Business / Customer

• Service Stability

• Continuous Serivce Improvement plans

• Meeting SLA/KPIs

• Agree on clear scope of services in case of new services introduced.

• Participate and provide inputs for release planning

• Engages with Customer and drive status report meetings

• Give direction for work prioritization by service leads & team, incident/change/problem handling, meetings with customer

• Ensure adherence to contractual requirements including client security and compliance needs.

Project / Process

• Act as a primary point of contact for any escalations in the services reported.

• Responsible for end to end services for  the application cluster / portfolio being managed.

• Deploy operational processes as defined in the process handbook

• Support Service Management / process related activities performed by the SMO with relevant delivery data

• Ensure adherence to operational processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc.)

• Manage all Customer requests through effective queue management (prioritization of demand)

• Perform task and module  level estimations and conduct reviews to ensure quality of deliverables as per organization expectation.

• Ensure schedule adherence for release requests and notify stakeholders in case of deviations.

• Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.

• Coordinate with onsite and offshore teams as necessary during project delivery.

• Prepare or provide data for performance dash boards and management reports.

• Conduct periodic data analysis, perform RCA for any targets missed and customer escalations.

• Follow quality assurance norms and guidelines – log defects and track them to closure, track quality metrics and any defect leakage

• Ensure adherence to process quality measured through zero NC’s and observations on audits performed by DAG

• Participate and provide inputs for all internal/external audits related to project.

• Ensure complete KT to support teams before any production release.

• Prepare release notes and ensure application handbooks/documents are updated to reflect the changes made.

• Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span

• Provide inputs for resource level projections (like leave plans, additional resource requirements etc.)

• Evaluate candidates during lateral hiring process

• Coordinate shift and on-call operations and logistics effectively to ensure smooth service commencement.

• Report Service performance on a periodic basis to the customer or Delivery Manager as required.

• Suggest areas for performance tuning, cost cutting (CPU utilisation reduction, memory usage reduction etc.)

• Look out for redundant, obsolete code modules and own decommission activities

• Coordinate DR/BCP exercises with offshore team

• Provide essential data for internal/external audits conducted at customer site

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