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About Cognizant Technology Solutions
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting and business process outsourcing services. Cognizant?s single-minded passion is to dedicate our global technology and innovation know-how, our industry expertise and worldwide resources to working together with clients to make their businesses stronger. With more than 35 global delivery centers and over 50,000 employees, we combine a unique onsite/offshore delivery model infused by a distinct culture of customer satisfaction. A member of the NASDAQ-100 Index and S&P 500 Index, Cognizant is a Forbes Global 2000 company and is ranked among the top information technology companies in BusinessWeek?s Info Tech 100, Hot Growth and Top 50 Performers listings. Visit us online at www.cognizant.com.

Designation:
Openings for B.Sc(2009) pass outs

Job Description:
POSITION TITLE:

L1 Support Professional BASIC FUNCTION:



The primary responsibilities of the L1 support resources are monitoring the application availability 24X7 (coming in different shifts) and escalating to the next level with appropriate updates. Also monitoring the ticketing systems (like Manage now) and accepting the tickets within the defined SLAs. ORGANIZATIONAL RELATIONSHIPS:

The L1 resource reports team lead of the assigned application, and interacts on a day-today basis with other L1 resources and L2 resources regarding the issues (in tickets, CMRs, Reports etc) or to obtain information relevant to the issues.

 

Desired Profile:
PRINCIPLE RESPONSIBILITIES:1. Incident Management

a. Monitoring the application availability using the tools like Keynote, SMT etc.

b. Accepting, updating, and closing the tickets.

c. Performing initial analysis on the tickets using the existing knowledge base.

d. Requesting/Initiating the GSAM bridges in case of outages/Sev1 tickets and informing the concerned people.

2. Change Management

a. Creating and reviewing CMRs (Change records)

b. Following up with teams that need to approve the CMRs and getting the approvals for the CMRs.

c. Coordinating the changes (CMR implementations, includes pre and post validations of the applications on which change is being executed).

d. Closing the CMRs after all the validations.

3. Reporting

a. Preparing availability reports

b. Preparing any other metrics reports to share with the business.SUPERVISION / HELP RECEIVED:In case of any new applications are assigned to the resource, he/she will get all the supporting documents along with the required knowledge transition. The resource will be working in shifts and is free to seek help any time from the existing team members and the team lead. The resource will get all the required help from the seniors (L2, L3 resources) in the team.KNOWLEDGE AND SKILLS:1. Strong communication and written skills.

2. Basic knowledge of Java, J2EE, Mainframe technologies.

3. Basic understanding of web applications. 

Experience: 0 - 1 Years

Industry Type: BPO/ITES

Functional Area: ITES/BPO/KPO, Customer Service, Ops.

Education: UG - B.Sc - Computers, Electronics, Statistics
PG - Post Graduation Not Required

Location: Hyderabad / Secunderabad

Keyword: L1 support

Contact: Sailaja Ganugapati
Cognizant Technology Solutions India Ltd
3rd Floor, ' H' Building Vanenburg IT Park,
Software Units Layout, Madhapur
HYDERABAD,Andhra Pradesh,India 500081

Telephone: 91-40-44514444

Email: sailaja.g@cognizant.com

Website: https://www.cognizant.com

How to Apply