Aligning the new or changed service with the Transition and Delivery Excellence (Quality) Framework. Maintain effective partnerships with Delivery teams and should be able to influence Delivery to adapt and adhere to Delivery Excellence (Quality) framework
Process Deployment during the lifecycle of an engagement by facilitating in the design/development of ITSM process & strong Floor Management controls in line with Service Management standards as per QMS. Conduct periodical process health check assessments and floor management assessments across Service Desk, Infrastructure towers and Application Support to measure effectiveness of controls.
Facilitate Delivery teams to adhere to rigorous Risk Management framework, Continual Service Improvement framework, Customer Satisfaction Survey and Escalation Management framework for evaluating the service capability, issues and Risks using identification techniques such as FMEA, brainstorming, interviewing, SWOT Analysis encompassing both Proactive and Reactive Critical situations to meet Organizational goals.
Coach, drive and monitor ISO 20000 Compliance, relevant Internal quality assessments (Infrastructure & Projects), interfacing between auditors and auditees. Act as a facilitator of audits. Guide and assist Delivery teams in closing non-conformities from External and Internal Quality audits\ assessments.
Ensure investigations are conducted, root causes identified, corrective and preventive actions are established and recorded in relevant Tracking Systems for Risks, Escalations, SLO breaches, Non-conformities, Transitions, Service Delivery, Problem Management and other applicable ITIL Processes.
Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information. Assist delivery teams in breaking a problem down to manageable pieces and identifying effective and timely solutions using PDCA or Lean or Six Sigma Principles
Participate in Internal and Customer governance. Assist Delivery teams meet Customer expectations and obligations by sharing good practices, re-usable innovations, Internal and External quality standards. Drive towards achieving utmost Customer Satisfaction by implementing and managing Cognizant Infrastructure Services quality standards & practices in line with Contractual obligations
Demonstrated understanding and working knowledge of the cloud platforms (any one among AWS, Azure or Google). Exposure to cloud migration and transformation life cycle will be an added advantage
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