Cognizant Technology Solutions is currently seeking a highly skilled Application Production Support Service Delivery Manager who will be responsible to manage one of the sub tower and day-to-day deliverables, metrics of SLA’s and KPI’s.
Ability to work independently and remotely, with willingness travel for client engagements as needed.
Responsibilities:
Track and manage risks and their mitigation actions
Maintain and enhance stakeholder relationship with development Sr. Managers and business team
Provide inspirational leadership to the team and build a talented, cohesive, result oriented & healthy team environment
Guide the team with decision making for critical issues, provide support to prepare the high end stakeholder communications such as weekly presentations
Identify improvement opportunities to manage the team’s spread to provide 24 X 7 support
Experience in producing Continual service improvement is critical, experience with Automation (either tool or script based) is also needed
Should be familiar with Automation tools (ITPA / RPA) and use case identification for Automation
Experience in problem management process, root cause identification, tracking the permanent fixes are desirable
Responsible to identify ticket elimination opportunities and implementing them.
Responsible to manage a large diverse delivery team, should strategize build and streamline daily operations.
Responsible to set the right performance goals to the team, motivate them to stay in the engagement. Attracting and retaining the right resources is a must needed skill.
Responsible to manage the utilization of the team and maintain the profitability.
Responsible to meet the SLAs / KPIs targets for his tower, should be familiar with metrics management and improvement action plans
Required Qualifications:
Excellent communication skills – able to speak to audiences executives, business and technical leaders; able to represent complex ideas with effective documents and visuals and to adapt presentations to the expectations and background of the audience
Strong decision making skills including the ability to balance conflicting interest
Strong management skills with ability to coach and lead both virtual and physical team
Ability to get hands into systems for building or complex problem resolution
Ability to collaborate- able to work effectively with others on common tasks; build rapport, gain support, instill confidence, take actions which respect the needs and contributions of others; find common ground; negotiate win-win solutions; and share credit with others;
Should be familiar with ITIL process
Knowledge on IT Automation tools and process – ITPA / RPA
Education and Certifications:
15+ years’ experience in IT to include lead and senior roles
Bachelor's degree in Engineering, business, information systems or related discipline demonstrated 7+ years related work experience
Preferred Skills/Qualification:
Exceptional decision making and problem solving skills
Exceptional personal time management, planning and organizational skills
