Tech Lead
Cognizant
مجموع سنوات الخبرة :8 years, 6 أشهر
· Determining project requirements and developing work schedules for the team.
· Delegating tasks and achieving daily, weekly, and monthly goals.
· Liaising with team members, management, and clients to ensure projects are completed to standard.
· Identifying risks and forming contingency plans as soon as possible.
· Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
· Updating work schedules and performing troubleshooting as required.
· Motivating staff and creating a space where they can ask questions and voice their concerns.
· Writing progress reports and delivering presentations to the relevant stakeholders
✓ Responsible for technical support and troubleshooting Network & Software/Hardware issues.
✓ Accountable for troubleshooting, implementation and installation of Microsoft products and providing high level of professional, competent support to all customers
✓ Attending customer escalations regarding Hardware and Software related troubleshooting; part of Problem Management Team job involved finding root cause for all incidents and resolving the issues well within specified TAT.
• Testing and analyzing IT system and software performance.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimize IT performance and to prevent future problems.
• Investigated system issues and implemented resolutions to reduce downtime.
• Provide timely and effective technical support to customers experiencing internet connectivity issues, troubleshooting network problems and outages to ensure uninterrupted service delivery.
• Resolving issues promptly to meet or exceed customer expectations.
• Document customer interactions and technical issues resolved to ensure accurate record-keeping and facilitate future reference.
• Handle customer inquiries, complaints, and special requests related to flight reservations and additional services promptly and effectively, ensuring high levels of customer satisfaction.
• Assist customers with special needs, such as wheelchair assistance, demonstrating empathy and understanding while providing necessary support throughout their travel experience.
• Manage flight disruptions, including delays and cancellations, by communicating alternative options to passengers and resolving issues to minimize inconvenience and maintain positive customer relations.
• Make flight reservations, issue tickets, and provide accurate information about flight schedules, routes, and fares to customers, ensuring accuracy and adherence to airline policies.
• Check-in passengers efficiently, especially for online check-in in case of no luggage, streamlining the boarding process and enhancing customer experience.
• Ensure compliance with airline policies, procedures, and aviation safety regulations throughout all customer interactions and service delivery processes.
• Coordinate effectively with flight crew and ground staff to maintain smooth operations and customer relations, fostering collaboration and teamwork to meet service objectives while prioritizing safety and security.
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