Cognizant is looking to expand its team and needs a skilled and organized individual to guide operational excellence within the DevCenter support team. This role is responsible for training, quality assurance, escalations, and knowledge management, ensuring that support advocates are empowered with the tools, information, and guidance they need to deliver exceptional service.
Requirements
- Familiarity with technical support tools and ticket routing systems
- Proven ability to manage escalations and troubleshoot complex issues
- Ability to analyse data for decision-making and planning
Responsibilities
- Lead training sessions for all new hires within the DevCenter support team, ensuring a strong foundation in process knowledge, tools, and workflows.
- Develop and maintain up-to-date training materials, documentation, and process guides to support advocate learning and continuous improvement.
- Act as the primary communicator for new processes or changes, ensuring advocates are kept informed and aligned with operational updates.
- Perform daily reassignment of Tech Router requests, ensuring they are routed to the appropriate advocates or teams efficiently.
- Monitor and respond to escalated issues via the Ecomsup alias, coordinating with relevant teams for resolution and providing clear stakeholder communication.
- Serve as the primary point of contact for advocate questions in the SME support channel, providing timely and accurate responses.
- Conduct QA reviews for advocate interactions, providing feedback and coaching to maintain and improve support standards.
Other
- Demonstrated experience in a support or subject matter expert role
- Strong verbal and written communication skills
- Experience in training facilitation and content development
- Experience in stakeholder communication and cross-functional collaboration
- Strong attention to detail and a focus on continuous improvement
