Service Delivery Manager

Responsible for Overall Delivery of NonProd support operations

Technical Skills: Should possess an understanding of supporting Java Applications

• Technical Skills: Knowledge of SQL queries essential
• Technical Skills: Good Understanding of Batch jobs Distributed technology
• Technical Skills: Understanding of Mainframe batch jobs preferred

Process Skills: ITIL skillset. Fundamental Support Process Ticket Management (Queue Management) Incident Management Service Request fulfillment

• Process Skills: Continual Service Improvement driver; Should be able to identify areas of improvement and optimization and drive the initiatives to closure.

Communication Skills: Assertive Communication. Robust closure of loops/email threads.

Leadership Skills : Service Delivery Manager; Handson support experience; Lead by example; Bullet Proof Process Manager; Our current understanding of the Responsibilities

Fully own the tickets and tasks assigned to the NonProd support team

Initiate Incident Management Process for High severity incidents on NonProd

Start bridge; Pull in necessary stakeholders (Cognizant Wells and Thirdparty) into a call/chat
Drive call towards resolution of an incident

Manage Queue and ensure all tickets are properly assigned to the right support personnel; Ensure SLA is met for Response

Track tickets to closure and ensure Resolution SLA / KPI is met

Front end NonProd support activities

• Interface and respond to every email addressed to the group and ensure all threads are responded to
• Be the face of NonProd support amongst calls or emails from Platform support or App Dev teams

Identify opportunities for Process efficiency improvement