Description
Cognizant Technology Solutions is seeking for Technical Support Manager who could join in our team of IT professionals in a permanent role. If you meet our background requirements and skills and looking for an opportunity to be rewarded for your skills and expertise, here is the ideal opportunity for you!
Role: Technical Support Manager
Work experience required 9-10
Must have skill : OSIsoft PI
Good to have: Life Sciences – Manufacturing domain Experience will be plus.
Responsibilities:
- Management of OSI PI Service Level Agreement
o Track key metrics including Response Times & Time to Closure of incidents
o Adherence to Customer Contract Terms & Conditions; requires a detailed understanding of the service and contract terms
o Chair Daily Stand-ups to track and manage support progress
o Oversee Shift Handovers with Tech Lead and Support Agent/s
o Lead technical OSIsoft PI resource for all the support engagement
- Maintaining and Supporting the Escalation Process
o Be a point of contact for team-members if & when items need to be escalated
o Be a primary point of contact for clients and customer engagement
o Exercise good judgement around priorities vis a vis SLA and Business Priorities
o Work closely with individual client sites to maintain and optimise client contact and escalation protocols
o Support Tech Lead and MSS Manager in aligning with Cognizant Delivery Team to ensure a smooth knowledge transfer on all deliverables from project team to support
- Coordinating Service Deliverables
o Ensuring that Routine Health Checks are executed in a timely fashion
- Where possible Actions identified are addressed and/or escalated to the apt client team/stakeholder promptly
o Coordinating all Release Management and Patching services
- Ensuring that the release management scope if delivered as per SLA/SOW
- Escalating issues pertaining to release support as they arise
o Be the Level 3 point of contact for all support issues
- Help Optimise Delivery Processes
o Identify and help build new Services and customer value streams
o Work with Head of Managed Services to identify new opportunities
- Maintain Support Service Specific Pre-Requisites
o Maintain License to operate by ensuring that supported infrastructure remains in a stable state
o Ensure that all team-members maintain their access Credentials;
o Liaise with Customer Service Owner to ensure the apropriate credentials are applied to the team-members;
- Support Knowledge Transfer from Projects to Services
o Liaise closely with the Technical Services Manager and the Transmitting Project Manager
o Oversee the Managed Services Knowledgebase
o Support the growth and development of all team personnel
o Project Handovers – ensuring a quality and timely handover
- Maintain the 24/7/365 Support Roster
o With Services manager, oversee 24/7 shift roster including adjusting and approving rota changes
o Manage the on-call roster to ensure out of hours support is manned at all times
- Support Rollout and Adoption of Service Management Tools and Processes
o Ticketing Platform, Notifications/Alerting, Credentials Management, Knowledge
Cognizant is a leading provider of Information Technology, Consulting, IT Infrastructure, and Business Process Outsourcing services. Cognizant single-minded mission is to dedicate our business process and technology innovation know-how, deep industry expertise, and worldwide resources to working together with customers to make their businesses stronger. As a customer-centric, relationship-driven partner, we are redefining the way companies experience and benefit from global services. Our unique delivery model is infused with a distinct culture of high customer satisfaction. Cognizant delivers a trusted partnership, cost reductions and business results.
Salary and Other Compensation :
The annual salary for this position is between $96,000 – $139,000 depending on experience and other qualifications of the successful 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
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.
Qualifications
Technical Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 OSIsoft PI Historian PL1 Required
* Proficiency Legends
Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.