Programmer Analyst Cognizant
El Segundo, CA

Job Description

Cognizant is hiring for " Infra Team Lead". Interested candidates who are willing to relocate within the USA can apply. Relocation assistance will be provided

Note: "Cognizant will not sponsor H-1B or other U.S. work authorization, or lawful permanent residence (otherwise known as a "Green Card") for this role."

Job Description:

* Act as the central liaison for all transition and desk-side delivery activities
* Transition Desk-side services from external customers and/or Incumbents for Service being delivered by the desk-side track
* Subject matter expert on End User Computing, Field Services and Third Party Partner Management
* Analysis of Service provisioning and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements
* Creation and review of required SLA's, KPI's, Service Credit Penalties
* Create Process Document of current service for the customer and Partner
* Re-Design of current Service as per the new requirements
* Manage Risks, Issues and action logs and obtain customer sign offs
* Manage regional resources and Team Leads assigned to Desk-side Delivery and IMAC experience
* Maintain team communications example team meetings and huddles
* Mentoring SPOC/SME/Lead on the soft skills aspect of the call (initial stage)
* Foundation training for new hires in the team
* Regular refresher sessions for the agents & capturing impact
* Focus on BQ agents - additional audits on soft skills aspect of the call