Mainframe Production Support

Delivery Manager

Qualification:

Responsibility:

Business / Customer:

• •Participation in governance and periodic project reviews.

• •Building relationship with customer key stake holders.

• •Identification and communication of potential risks and dependencies in timely manner to stake holders.

• •Ensure adherence to customer security and compliance requirements.

• •Ensures that the team adheres to business etiquette.

• •Ensure stated productivity requirements are met for the engagement.

• •Providing suggestions/value adds for customer business/infra.

Project / Process:

• •Review CSAT feedback and ensure timely implementation of corrective actions.

• •Ensure effective floor and critical situation management.

• •Responsible for timely resolution of high impact situations.

• •Responsible for management of critical and complex changes where applicable.

• •Coordinate with resolver groups, vendors/carriers.

• •Provide inputs to FAQ database / KR / contribute towards updating knowledge assets.

• •Ensure on time delivery of the status or shift hand over report and responding to mails/requests on time.

• •Initiate and drive continuous service improvement plans (CSI).

• •Responsible for optimum resource planning.

• •Track project performance of the team and publish it in a timely manner.

People / Team:

• •Contribute to and participate proactively in knowledge sharing sessions.

• •Act as a buddy for new hires.

• •Responsible for Performance management and career development and retention of the team members.

• •Conduct regular one on one feedback sessions to improve team performance.

• •Track BQ performance and derive action plans to improve on BQ performance.

• •Conduct regular team meetings to share operation, process, organization, people updates to the team.

• •Responsible for driving Reward & Recognition and employee engagement.

• •Review technical expertise of associates, Identify skill gap and initiate appropriate learning & training programs.

Organization:

• •Adherence to Organizational policies and processes (including Cognizant’s security policies, LP, timesheets etc).

• •Participate in recruitment drives.

• •Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.

• •Contribute to location/SBU initiatives.

• *Fill the activities, Efforts and ticket details in Applens application without any delay.

• *Submit the timesheet on every Friday without any delay.