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Cognizant · 1 day ago

IT Technical Lead

New Albany, OH

Full-time

Onsite

Mid, Senior Level

$64K/yr - $70K/yr

3+ years exp

Cognizant is seeking an experienced Operations Support Lead to manage day-to-day workflows and oversee Level 1 and Level 2 support teams. This role is responsible for ensuring effective incident, problem, change, and request management while maintaining high service quality and SLA performance.

ConsultingIndustrial AutomationInformation TechnologySoftwareSoftware Engineering

No H1B

Responsibilities

Manage day to day workflow and assignment of the L1 and L2 levels

Provide operational support for incident change problem and request management

Support implementation of new controls and monitoring activities

Ensure customer complaints and requests for information are responded to promptly and accurately and coordinate any necessary follow up

Proactively ensure SOPs are up to date and accurate. Create new SOPs and guides for the techs as needed

Proactively ensure appropriate process and technology gaps are filled to prevent problem and incident re occurrence

Collaborate with L1 and L2 operations team to resolve incidents

Serve as an escalation point for issues not resolved at a technician level

Assist Manage any reporting requirements

Create update and maintain operations run books and operational procedures and other KPI measurements and benchmarks

Create and maintain the presentations for the weekly monthly and quarterly service reviews

Proactively do the quality audit of the cases and tasks to maintain SLA of the team

Qualification

Incident managementReporting tools proficiencyTeam managementProcess improvementOperational documentationQuality auditsSOP creationLeadership skillsConflict management