Cognizant Technology Solutions is seeking for “Delivery Manager”; this resource should have strong experience 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!

Job description:

Incident Problem Management hands-on incident and problem management expertise demonstrated experience of at-least 5 to 7 years as incident manager ITIL Certification Expertise in using Servicenow JIRA confluence Problem Manager.

BSc BE BTech MCA Optional Drive and Ensure the effective management of the problem management process ensure updating of the Known Error Database and perform Root Cause Analysis WITH the objective of ensuring proactive problem management to reduce Mean Time Between Failures WITHIN THE LIMITS OF predefined corporate guidelines Stakeholder Management Act as the Single Point of Contact for Problem Management process Liaise with the Business and IT stakeholders both internal and external during Problem Management Process Participate and provide updates on daily production support status calls and governance meetings Service Management Take ownership for the Problem Management Process Define the triggers for creating problem records Ensure all problems are recorded in the service management system Ensure all Severity 1 and 2 incidents have a relevant problem record created Ensure periodic trend analysis Severity 34 of incidents to identify problem areas and implement permanent fixes Ensure problem records are created for code fixes Ensure incidents problems and changes are linked in the service management tool as applicable Ensure known errors are added to the KEDB along with the work around information Ensure incident recurrence is monitored for a defined period after deployment of permanent fixes Provide inputs to SLAOLA rebase line exercise pertinent to Problem Management Initiate improvements to improve application reliability Service Tracking Perform periodic productivity analysis to drive operational efficiencies Define and implement the Problem Management process in an appropriate Service Management system Ensure process adherence across all delivery teams covering the entire portfolio account Ensure Problem Management SLAs agreed are met consistently Analyze metrics data to find service bottlenecks and provide inputs to the Service Improvement plana Top 10 Configuration Items b Problem Backlogs Service Execution Implement a problem classification and prioritization process Implement a process where possible permanent fixes are discussed with the customer and changes releases are prioritized accordingly Ensure proactive problem management to reduce Mean Time Between Failures Application strengthening People Management Have regular meetings with the project teams and address their issues  concerns Manage the workload of the team Provide inputs for appraisal rating promotion recommendations and rewards and recognition Manage and mentor the Change Management  delivery team Continually assess skill level and provide intervention assistance for the team members Provide inputs for learning plans Maintain effective working relationship Interpersonal within and across teams Contribution to Org Initiatives Adhere to Organization policies and procedures Share best practices assets with the Organization and leverage Organization process assets for the benefit of the account Customer Relationship Management Participate in Customer round table discussions floor visits and share problem management techniques and relevant experience Collaborate with the Customers Service Management team if any during Problem Management process definition and implementation Knowledge Management Participate and contribute in Academy training programs Process Optimization  Audits Participate and contribute in Process Quality audits Review and audit the Problem management process efficiency effectiveness using Metrics and KPIs and make recommendations for process improvement

Technical Skills

Domain Skills

* Proficiency Legends