Service Delivery Lead

Summary about this job

Detail information about job Service Delivery Lead. Terms and conditions vacancy

• Work with Cognizant - one of the world's fastest growing and largest IT company
• Join a dynamic, diverse and global team
• Permanent role based in Sydney

About Cognizant

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world.

Our Culture

Your passion, integrity and experience are integral to Cognizant's success. You will be welcomed into a dynamic and expanding global leader in IT and Business consultancy where you will be valued for who you are. We take pride in our partnership with our clients, so your ability to add value and provide exceptional service to our clients are fundamental to your success. In return, you will be empowered with opportunities and support to develop your career and collaborate with people focused on innovation and ideas.

Cognizant is hiring Service Delivery Lead position in Sydney

Responsibilities: 

• Engage in Troubleshooting and fixing all queries such as register issues, POS issues, System issue etc in stores that is reported to Service Desk.
• Follow ITIL process & customer SLAs to ensure timely resolution of issues
• Communicating issues related to planned and known issues that impacts Daily operations at support offices to offshore team, follow-up on the incidents till closure. Creating Requests for users who walks in with Access and Delegation Queries and take to closure
• Attend Post Incident review (PIR) meetings with stake holders.
• Join bridges calls & face to face meetings as required to represent the Service desk
• Handle escalation emails from Head of IT, Service Delivery Managers and work with different groups for resolution.
• Work closely with the Offshore team in providing updates on new roll outs, process changes etc.

Mandatory Skills: 

• Expertise in Store operations, Expert level knowledge to troubleshoot issue on all IT equipment’s
• Proficient with all tools used by Service Desk to resolve the customer issue remotely / telephonic
• Expert in MS Office viz., Excel, PowerPoint
• Knowledge on ITIL terminologies and understanding on ticket priority and Incident Management
• Knowledge on problem management
• Familiar with Service Now as ticketing tool
• Excellent understanding of customer & Service desk environment. 

Next Steps

If you would like to express interest in role, please click on the APPLY button now. Due to a high number of applicants, only shortlisted candidates will be contacted for a further discussion within 3-5 business days. We thank you for taking interest in this opportunity with us. For a complete list of opportunities with Cognizant visit http://www.cognizant.com/careers 
 

Cognizant is committed to providing Equal Employment Opportunities. Successful candidate will be required to undergo a background check.