北京招聘

Job Description

• First line in charge of delivery for the specific delivery location/shift, take ownership to lead weekly tower meetings;
• Responsible for L1 Issue Resolution/Escalation;
• Responsible for conducting daily huddles and health checks for tracking KPIs and floor health, including daily tickets auditing, processes compliance, tickets handover and etc.
• Own transition activities until streamlining of support;
• Participate in day-to-day issues regarding project delivery, and facilitate on time delivery and ensure quality of delivery;
• Coordinate with L2/L3/L4 teams for getting the SOP based resolutions identified and help left shift such ticket resolutions to L1 team;
• Coordinate with application SMEs for urgent issues;
• Communicate with other interfacing Groups for any issue reported;
• Responsible to review/maintain KEDB on regular basis;
• Responsible to train others in the support team on support operations as well as resolution capability & KEDB build;
• Liaise with client’s tower managers and Delivery manager on a periodic basis;
• Promptly notify and involve critical incident management of high priority issues and coordinate with the concerned teams and follow up on the resolution;
• Escalate any potential SLA violation to L1 Service Delivery Manager;
• Support SDM to prepare daily/weekly report.

Job Requirements

• Good communication and client facing skills is mandatory;
• Expert of using ITSM Tools – ServiceNow / Remedy;
• ITIL v3 Framework knowledge is a must, with v4 knowledge is a plus;
• Fluent English read and write is a must; capable to communicate in English is a plus;
• Proven application troubleshooting skills;
• Scripting skills is a plus.

Ideal candidates should:

• have sophisticated experiences of working under ITIL delivery framework;
• have experiences in operational project transition and knowledge transition from
• client/incumbent vendor teams;
• have decent IT operational experiences in MNCs;
• have flexibility to work in non-business hours for any urgencies.

ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.

高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。