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Cognizant
Role
- Associate - Project
Key Responsibilities
Business/Customer
- Execute standard operating procedure(SOP) activities with a comprehension of their impact on the business/customer environment, contributing to SOP enhancement.
- Adhere to customer security and compliance requirements.
- Implement approved change requests according to the customer's change management process.
- Manage the incident lifecycle following ITIL/BIC frameworks where applicable.
- Maintain adherence to customer communication protocols.
- Ensure productivity requirements outlined for the engagement are met.
Project/Process
- Review Customer Satisfaction (CSAT) feedback and implement corrective actions promptly
- Participate in Critical Situation (Critsit) processes to resolve incidents within specified time frames.
- Log and assess incidents coordinating with resolver groups and vendors/carriers.
- Troubleshoot escalated incidents/problems and refer or escalate (functionally and hierarchical appropriate groups (Vendors/Level 3).
- Contribute to the FAQ database and Knowledge Repository (KR), updating knowledge articles as necessary.
- Contribute to Continuous Service Improvement Plans (CSI).
- Develop induction documents in collaboration with relevant stakeholders for the project, ensure onboarding for new team members.
- Maintain effective floor management practices.
Qualification
- Bachelor’s/ Master’s Degree
Salary Pay Scale
- 5.8 - 8 LPA (Expected)
Experience
- Freshers