Lead Support Engineer

Company: Cognizant Technology Solutions
Location: Charlotte
Posted on: May 28, 2023

Job Description:

Cognizant Technology Solutions is seeking for"OSIsoft PI Lead Support Engineer " who could join in our team of IT professionals in a permanent role.If you meet our background requirements and skills and looking for an opportunity to be rewarded for your skills and expertise, here is the ideal opportunity for you!

Cognizant will not sponsor H-1B or other U.S. work authorization, or lawful permanent residence (otherwise known as a "Green Card") for this role.

Role: OSIsoft PI Lead Support Engineer
Work experience required 9-10

Must have skill: OSIsoft PI
Good to have: Life Sciences - Manufacturing Domain will be added advantage.

Responsibilities:
Technical Support Manager (OSIsoft PI)
Key Accountabilities

Management of OSI PI Service Level Agreement

Track key metrics including Response Times & Time to Closure of incidents
Adherence to Customer Contract Terms & Conditions; requires a detailed understanding of the service and contract terms
Chair Daily Stand-ups to track and manage support progress
Oversee Shift Handovers with Tech Lead and Support Agent/s
Lead technical OSIsoft PI resource for all the support engagement



Maintaining and Supporting the Escalation Process

Be a point of contact for team-members if & when items need to be escalated
Be a primary point of contact for clients and customer engagement
Exercise good judgement around priorities vis a vis SLA and Business Priorities
Work closely with individual client sites to maintain and optimise client contact and escalation protocols
Support Tech Lead and MSS Manager in aligning with Cognizant Delivery Team to ensure a smooth knowledge transfer on all deliverables from project team to support

Coordinating Service Deliverables

Ensuring that Routine Health Checks are executed in a timely fashion



Where possible Actions identified are addressed and/or escalated to the apt client team/stakeholder promptly

Coordinating all Release Management and Patching services



Ensuring that the release management scope if delivered as per SLA/SOW
Escalating issues pertaining to release support as they arise



Be the Level 3 point of contact for all support issues



Help Optimise Delivery Processes

Identify and help build new Services and customer value streams
Work with Head of Managed Services to identify new opportunities

Maintain Support Service Specific Pre-Requisites


Cognizant is a leading provider of Information Technology, Consulting, IT Infrastructure, and Business Process Outsourcing services. Cognizant single-minded mission is to dedicate our business process and technology innovation know-how, deep industry expertise, and worldwide resources to working together with customers to make their businesses stronger. As a customer-centric, relationship-driven partner, we are redefining the way companies experience and benefit from global services. Our unique delivery model is infused with a distinct culture of high customer satisfaction. Cognizant delivers a trusted partnership, cost reductions and business results.

Salary and Other Compensation:
The annual salary for this position is between $81,000 - $118,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob Posting : May 24 2023About CognizantCognizant (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 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

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