Sr. Manager - Delivery Lead
Cognizant Technology Solutions
Total des années d'expérience :18 years, 8 Mois
Project Management
Mapping client’s requirements and providing them best business solutions involving evaluation and definition of scope of project and finalization of project requirements.
End to end project management entailing project scoping, technical documentation, resource & task scheduling, manpower deployment and team meetings for reviewing progress of the project.
Process Management
Designing & implementing processes in line with the pre-set guidelines; preparing SOP, Process & Operation Manual to facilitate smooth functioning of the process.
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Operations Management
Setting out quality standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA.
Supervising customer service operations for rendering and achieving quality services; facilitating first line customer support by answering queries & resolving issues.
People Management
Implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members; monitoring performance & providing feedback on areas of improvement.
Determining training needs of employees and conducting suitable training programs on technical and soft skills to enhance their operational efficiency leading to increased productivity.
IT System Management
Gathering business needs; conducting system study and coordinating with team members for System Design & Integration, Application Maintenance, etc.
Analyzing business needs and ensuring adherence to SLA agreements.
Overall ownership of meeting and exceeding Service level agreement, and other contractual obligations.
Internal escalation management, Change order (SOW) Implementation & Internal and external operational reviews. Responsible for maintaining cost of delivery targets
Maintain operational manual and employing standardized methodologies/ process and ensuring that the team is well trained in process
Responsible for operational excellence and maintain high Total Customer Excellence level
Periodical review with customer on operational issues. To drive service improvement plan and periodical service review with the Account Services Manager;
Responsible for maintaining high employee satisfaction and employee morale. Responsible for team's capability development (technical training and certification). Responsible for Vendor management
Responsible for Operations forecasting and planning, resource risk management, capacity planning
Responsible for resource selection, resource allocation and task assignment, mentoring of new resources and tracking multi skilling
Represented MICROSOFT and communicate with Enterprise customers via Voice, Video Conference, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.
Providing preliminary analysis reports to the customer after analyzing the logs \[Complete Memory Dump, Performance Monitor logs and other MICROSOFT internal Tools\].
Responsible for Operations forecasting and planning, resource risk management, capacity planning
Responsible for resource selection, resource allocation and task assignment, mentoring of new resources and tracking multi skilling
Responsible for training needs identification of team and working with WD to ensure that individual team members' soft skill, technical skills and certification needs are addressed and tracked.
Act as an effective communication channel in ensuring that the relevant organizational communication given to him is shared with his team and to ensure alignment with the organizational direction
Customer Relationship Management
Mechanical Engineering