Senior Manager - Service Delivery
Cognizant
Total years of experience :23 years, 9 Months
1. Senior Manager / Service Delivery Manager - Life Sciences
Functioning as a Service Delivery Manager in leading the Application Support and Maintenance
(L2 & L3) of Analytics stream for Life Science Accounts.
Experience in driving delivery through virtual, ring-fenced and matrix organization structure.
Support the rollout of the product in the new regions and take over the support of the regions.
Ensure timely turnover of issues reported during the hype care support for regions.
Periodic review of Project/ delivery metrics, forecasted Vs Actuals
Excellent communication, negotiation, networking and influencing skills.
Demonstrate strong leadership, motivation and ownership to drive conflict resolution and people management.
Review of delivery processes of project teams and recommend improvements where needed. Ensure product integration is well defined at an early stage to avoid any engineering issues during build.
2. Responsible for Problem Management for all suites of applications in Credit Risk Operations mainly
Credit Risk Investment bank, Operational Risk & Private Banking, Market Risk, Data Management, Reporting and Analysis.
End to End Problem Management
Manage the entire problem lifecycle.
Conduct Post Mortem and Root Cause analysis workshops.
Implementing problem management initiatives to ensure reduction in recurring incidents quarter-over-quarter thereby increasing application stability.
Management of Application support services.
Client liaison and engagement.
Process setup for Problem resolution of multiple support group for cross-functional problems
Risk identification and assessment.
Responsible for transition of support from multiple locations.
Act as a management escalation and provide regular update to customer Sr Management team
Management of Application support
Client liaison and engagement.
SLA agreement, setup and compliance report.
Process setup for Problem resolution of multiple support group for cross-functional problems
Team building and Mentoring.
Project Monitoring and control
Governance review meeting with Customer
Risk identification and assessment
Facilitating for Defect Prevention Workshop and root cause analysis for SLA Slippages
Participate in outages and facilitate across the firm for a quicker resolutions.
Drive Problem Management initiative within the team.
Responsibility for deliveries, ramp-ups, quality, SLAs and metrics.
Setup & management of Application support
Transition of Support teams from UK to Pune.
Client liaison and engagement.
SLA agreement, setup and compliance report.
Process setup for Problem resolution of multiple support group for cross-functional problems
Team building and Mentoring.
Handling multiple projects with teams onsite/offshore
Team development and facilitation
Project Monitoring and control
Operations review meeting with Customer
Metrics collection and taking corrective action if the deviations are significant for Actual Vs Planned.
Risk identification and assessment
Participate in the change control meeting.
Incident Management and Problem Management
Facilitating for Defect Prevention Workshop and root cause analysis for defects and SLA Slippages