Senior Product Specialist
Cognizant - India
Total years of experience :11 years, 1 Months
• Manage a team of 12 Application Support Representatives and ensure that all key metrics of performance as per the Client SLA are met.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Liaising with team members, management, and clients to ensure ME’s and Mini projects are completed.
• Perform Root Cause Analysis (RCA) of High priority incidents and develop resolution plans.
• Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve performance.
• Handling escalated issues from customers.
• Function as an extension of offshore lead in order to execute creation of SOW, EWO.
• Track the support tickets and provide L2 support.
• Work closely with Business to provide proactive support and drives future improvement/ Automation.
• Manage CR in Lotus Notes, M-Files and guide and groom the team to follow SOP’s.
• Create extensive ticket tracking plan in order to proactively support the application.
• Ensure the SLAs are met for the ticket as per the project requirement.
• Understand the business requirements of the customers, identify gaps/ areas of improvement, build strong solution, and implement then using software tools in MES & supply chain planning /scheduling area.
• Communicate with Data Management/ Collection, Application configuration/Design, Project Delivery, training, QA teams
regarding process and reporting requirements.
• Project Activities - Business process mapping of the Planning Process of client, Documentation of present process and proposed solution and its benefits and user training, configuration and Implementation of desired solution, Test script preparation, User Acceptance Testing and Go-Live facilitation.
• Overall responsibility to develop change Management by undertaking process reengineering to integrate the products being deployed with clients’ existing systems and ensuring the smooth transition with timeliness and quality of work delivery.
• Drive consulting studies and help quantify benefits of implemented solution.
• Liaison with product development/ vendor for new enhancement/ solutions.
• Generate Functional Design and Project Documentation and track activities to project plan.
• Lead the project review meeting, project status reporting, ensuring smooth FAT/SAT and project closures.
• Planning and monitoring the project operation and assuring delivery according to SLA’s.
• Support Pre-Sales/ Business Development activities in MES and supply chain/ scheduling area.
STEEL AUTHORITY OF INDIA (SAIL), India - Review, Evaluate and Implement the PLC’s.
- Testing the PLC’s before commissioning on site.
- Maintain the Database (MS SQL 2008) where the PLC data is populated.
- Involved in review, Evaluation and Testing of Implementation of SCADA systems and other automated tasks used to collect data in a controlled environment.
BRIGADE ORION MALL - Bengaluru, India - commissioning of PLC’s.
- Integrate PLC to BMS (Building Management System).
- Tracks orders, receives goods, and regulates products into inventory.
OLYMPIA TECH PARK
- Evaluate the PLC’s received from the supplier to the inventory.
- Expedite activities to meet project schedules.
- Follow up on contractors to deliver the materials on time.