ADM – Tower director at Cognizant in Richardson, Texas

Job Description:

Cognizant Technology Solutions is currently seeking a highly skilled ADM – Tower director who will be responsible for designing and implementing information systems that will meet or exceed the needs of enterprise infrastructure for our clients. This individual will be the technical expert within the CIS Delivery Team who will be responsible for Thought leadership, with ability to get their hands into the building process and issue resolution for our Infrastructure Services Organization. Ability to work independently and remotely, with willingness travel for client engagements as needed.

 

Responsibilities:

•    Responsible to manage the production support activities for all the application within the Tower. Should manage the day to day deliverable expectations of the prod support team.

•    Responsible to co-ordinate with the sub tower leads and application leads to get the status of application support and send the daily status to customer tower director.

•    Track and manage risks and their mitigation actions

•    Participate in all P1 / P2 / escalated P3 technical bridges and provide directional support to team for triaging the issue and to come up with the resolution

•    Maintain and enhance stakeholder relationship with development VP and business team

•    Provide inspirational leadership to the team and build a talented, cohesive, result oriented & healthy team environment

•    Guide the team with decision making for critical issues, provide support to prepare the high end stakeholder communications such as weekly presentations

•    Identify improvement opportunities to manage the team’s spread to provide 24 X 7 support

•    Experience in producing Continual service improvement is critical, experience with Automation (either tool or script based) is also needed  

•    Should be familiar with Automation tools (ITPA / RPA) and use case identification for Automation

•    Experience in problem management process, root cause identification, tracking the permanent fixes are desirable

•    Responsible to identify ticket elimination opportunities and implementing them. 

•    Responsible to manage a large diverse delivery team, should strategize build and streamline daily operations.

•    Responsible to set the right performance goals to the team, motivate them to stay in the engagement. Attracting and retaining the right resources is a must needed skill. 

•    Responsible to manage the utilization of the team and maintain the profitability.

•    Responsible to meet the SLAs / KPIs targets for his tower, should be familiar with metrics management and improvement action plans.

Required Qualifications:

•    Excellent communication skills – able to speak to audiences executives, business and technical leaders; able to represent complex ideas with effective documents and visuals and to adapt presentations to the expectations and background of the audience

•    Strong decision making skills including the ability to balance conflicting interest

•    Strong management skills with ability to coach and lead both virtual and physical team

•    Ability to get hands into systems for building or complex problem resolution 

•    Ability to collaborate- able to work effectively with others on common tasks; build rapport, gain support, instill confidence, take actions which respect the needs and contributions of others; find common ground; negotiate win-win solutions; and share credit with others; 

•    Good exposure in managing large production support engagements

•    Should be familiar with ITIL process

•    Knowledge on IT Automation tools and process – ITPA / RPA

Education and Certifications:

•    15+ years’ experience in IT to include lead and senior roles

•    Bachelor's degree in computer science, business, information systems or related discipline demonstrated 7+ years related work experience

Preferred Skills/Qualification:

•    Exceptional decision making and problem solving skills

•    Exceptional personal time management, planning and organizational skills

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