Technical Team Lead

Cognizant; Taguig; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Cognizant Philippines is seeking a Service Desk Shift / Team Lead to oversee a 24×7 operation handling incident and service requests with a focus on ITIL-aligned processes, change management, and KPI achievement.

The role emphasizes leadership, knowledge sharing, and continuous improvement while ensuring security compliance and effective collaboration with global teams.

Formación

• 3+ years’ experience in 24x7 operations in a leadership role.
• Experience in international contact centers with technical voice support preferred.
• Understanding of ITIL processes and change management.
• Strong communication and customer management skills.

Responsabilidades

• Manage a service desk team of Level 1/1.5/2 associates and incidents/requests.
• Oversee incident lifecycle, knowledge management, and CSI efforts.
• Coordinate with resolver groups and vendors; triage escalated incidents.
• Ensure CSAT targets and productivity requirements are met.
• Mentor team members and drive knowledge sharing and induction for new joiners.
• Adhere to security/compliance policies and participate in recruitment drives.

Conocimientos

Leadership

Incident management

SLA/KPI management

Knowledge sharing

Mentoring

Educación

Science/Technical Diploma

B.E./Diploma/ Any Graduation

ITIL certification

Herramientas

ServiceNow

Remedy

Siebel

Clarify

CA Helpdesk

VNC

DameWare

NetMeeting

SharePoint

Descripción del empleo

Service Desk Shift / Team Lead (Call Taking/Ticket Handling Lead)

Qualification

Any Science / Technical Diploma or Graduation

B.E./Diploma/ Any Graduation

ITIL certification preferred

Responsible for the following:

• Management of Service Desk Team of Level 1 / 1.5 / 2 associates that handles the following but not limited to:
• Incident and Service request management
• knowledge management
• Participation in change management
• SLA / KPI management
• Continuous Improvement and Innovation

Areas of Responsibilities:

Business/Customer:

• Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs
• Adherence to customer security and compliance requirements
• Implementation of approved change requests in line with customer change management process
• Responsible for incident life cycle following ITIL / BIC frame work as applicable
• Ensure stated productivity requirements are met for the engagement

Project/Process:

• Review CSAT feedback and ensure timely implementation of corrective actions
• Participate in Critsit process to resolve the incident in a timely manner
• Log and triage incidents
• Coordinate with resolver groups vendors/carriers
• Troubleshoot the escalated incident / problem and refer / expand (functional and hierarchical) to the right groups (Vendors / Level 3 )
• Provide inputs to FAQ database / KR / contribute towards updating knowledge articles
• Contribution to continuous service improvement plans (CSI)
• Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners Effective floor Management

Team/People:

• Continually assess skill level and provide intervention assistance
• Contribute to and participate proactively in knowledge sharing sessions
• Encourage team individuals to participate in organization innovation programs
• Act as a buddy for new hires
• Makes recommendations on R&R for team / individual achievement Makes recommendations to team lead on team's performance rating

Organization:

• Ensure team contributes and participates in all organizational technology events and knowledge sharing forums
• Adherence to Organizational policies and processes (including Cognizant's security policies LP timelines etc)
• Participate in recruitment drives

Experience (No of years)

3+ years’ experience in 24x7 operations (Candidates earlier worked in international contact/call centers in a Technical voice support process is preferred/must) in Leadership Role/Capacity

Overseas Experience

Advantage but not required

Desired Skills

• Above average communication skills (Spoken and Written) and customer management experience
• Work experience with clients or in onsite roles.
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in 24x7 environment
• Above Average Analytical & Coordination skills are essential.
• Excellent Customer service skills / Customer service orientation and ability to work in a team
• Above Average understanding of Computers and Troubleshooting skills required.
• Excellent interpersonal and communication skills
• Excellent Soft skill, Communications skills to handle global customers
• Ability to perform in adverse situations

Technical Skill

• Exposure to Password Reset Tools
• Business Application Knowledge (L1) for increased FCR
• Troubleshooting experience using remote control tools like Aptean and Bomgar
• Knowledge on Active Directory, Domain Controllers, Exchange Management Console Security Folder Structure, Office 365 etc.
• Troubleshooting skills and experience in handling Messaging Issues or requests (Exchange [Outlook]/Lotus Notes
• Troubleshooting Skills on desktop (Hardware and Operating System) and shrink-wrapped/Off-the-shelf applications (MS Office, Adobe etc)

Management Skills

• Skills in written and verbal communication.
• Leading and mentoring the Technical Support Team
• Communicating and adhering to new procedures, policies and goals.
• Monitoring queues, assisting with daily goals
• Conducting quality control to reduce errors to improve procedures.
• Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
• Auditing customer accounts to ensure accuracy of information.
• Handling escalated issues from customers.
• Participating in the Manager on Duty rotation.

Mandatory Skills

• Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
• Clear understanding of ITIL V3 processes and relationship
• Good communication skills and customer management experience
• Work experience with clients outside India or in onsite roles.
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in 24x7 environment
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
• Troubleshooting skills on VPN connectivity, dial up , wireless routers
• Exposure to password reset tools
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.