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Integration Support Lead

Integration Support Lead

CognizantHong Kong
18 天前
职位描述

Job Duties :

  • Serve as the first point of contact for customers regarding incidents and service requests.
  • Perform hands-on troubleshooting for urgent issues.
  • Ensuremitted deliverables and service levels are met, coordinating between client and offshore team members.
  • Act as the point of contact for escalations, addressing and taking corrective actions.
  • Publish executive status reports with required metrics on a monthly and quarterly basis.
  • Manage personnel and developpetencies to meet contractualmitments.
  • Coordinate and scheduleernance meetings with internal and external stakeholders.
  • Assess delivery risks, report to client's management, and mitigate with suitable actions post-approval from respective stakeholders.
  • Plan and initiate continuous service improvements to achieve operational efficiencies based on historical, ongoing, and repeated incidents.
  • Identify opportunities for possible automation.

Job Requirements :

  • Over 10 years of IT working experience.
  • Proficiency in Integration Middleware platforms and API Gateway.
  • Hands-on experience in managing incidents with ITIL practices and SLA management.
  • Strongmunication skills to effectively liaise with different business units and lead coordinated efforts to resolve incidents.
  • Excellent presentation skills to report and escalate issues to top management and handle problem management.
  • Knowledge of project management methodologies and practices.
  • Experience with Microsoft Azure PaaSponents and solutions is a plus.
  • Experience with application monitoring is highly advantageous.
  • Proficiency in spoken English.
  • Job ID 00063156121

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    Support • Hong Kong