Posted in Information Technology 30+ days ago.
Type: Full-Time
Cognizant is looking for Support Engineer with below skill match.
Primary
• Good communication and client facing skills is mandatory
• Should be well versed with ITIL v3 framework
• Worked on supporting Kiosk Applications & Devices (Any Pheriherials)
• Worked on Tools like BMC Remedy, Service now, Jira, HP ALM (Any one)
• Worked on SQL, Splunk, Quantum metrics (Anyone or more)
• Knowledge on Windows administration.
Optional
• Should be having scripting knowledge (Optional)
• Have working on supporting Oncall projects (Optional)
BAU activities
• Responsible for L1 Issue Resolution/Escalation
• Be able to coordinate with L2-L3-L4 teams for getting the SOP based resolutions identified and help left shift such ticket resolutions to L1 /OCC(operations control center) team
• Should have exposure to knowledge transition from client/incumbent vendor teams. Ability to operate in hostile transition environment is preferred
• Own transition activities until stream lining of support
• Facilitate on time delivery and ensure quality of delivery
• Should be responsible to prepare and share weekly report to customer
• Should be responsible to prepare and share weekly management reports
• Promptly notify and involve critical incident management of high priority issues and coordinate with the concerned teams and follow up on the resolution
• Communicate with other interfacing Groups for any issue reported
• Should be responsible to review/maintain KEDB on regular basis
• Should be the second level escalation for Production Support Analyst
• Coordinate with application SMEs for urgent issues
• Escalate any potential SLA violation to the Service Level Manager/management
Technical Skills
SNo | Primary Skill | Proficiency Level * | Rqrd./Dsrd. |
1 | Core Java | PL1 | Required |
Domain Skills
SNo | Primary Skill | Proficiency Level * | Rqrd./Dsrd. |
1 | Provisioning billing system | NA | Required |
* Proficiency Legends
Proficiency Level | Generic Reference |
PL1 | The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. |
PL2 | The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. |
PL3 | The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. |
PL4 | The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill. |
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