Sr. Associate

2 weeks ago

Hyderabad, Telangana, India Cognizant Technology Solutions Full time

TEAM LEAD

  • Job summary

We are seeking a dedicated Team Lead - Senior Associate with a strong background in Field Services and a proven track record of leading teams to excellence.

With a role that bridges technical expertise and team management the ideal candidate will drive operational efficiency ensure high-quality service delivery and foster a culture of continuous improvement.

This position requires a minimum of 5 to 8 years of experience in the field services domain.

  • Experience
5to8yrs

  • Roles & Responsibilities

RESPONSIBILITIES
Participate in EUC Field Service transition activies
Assit and be part of Knowledge gatherting and documentation from External Customers andor Incumbents
Analysis of Service provision and resourcing based on SLAs Assets Call Volumes Site criticality and customer requirements
Due Diligence with customer prior to RFP BAFO submissions
Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC Field Services
Create Process Document of current service for the customer and Partner
Work closely with our Third Party Partner
Understanding of Desk side Support duties and process
Strong understanding of BreakFix Service Requests IMAC Incident Problem Configuration management and processes within ITIL
Strong Customer Relationship skills
Strong Vendor Relationship skills
Strong cross tower relationtionship skills
Project Management of your work stream
Active management and coordiantion of workload in the region
Review of open and assigned tickets as directed by the tower lead
Assist delivery lead in revewing and verifying vendor invoices
When required assist delivery lead in generating customer invoices
Strong understanding and skills in SLA KPI Management
Review with the Delivery Managers and other internal departments
MIS and Reporti

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