Company Name: Cognizant Technologies Solutions
Contact Person: Rashmi
Greetings from Cognizant Technologies Solutions!!
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Position: Digital Command Center
Mode of Interview: Face to Face
Interview Date: 06th April 2019
Joining Location: Chennai/Coimbatore
Interview Location: Chennai/Coimbatore
Experience in managing incidents raised as per agreed in documented SLA (Service Level Agreement) timelines.
Follow documented processes and workflows provided by higher level support representatives, vendors, product management, etc.
Expected to escalate to the L3s in timely manner when documentation is insufficient to complete the tasks or do not solve the incident.
Should maintain a Run-Book which can be used for immediate resolutions.
Collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors.
Escalate to L3 resource and follow documented escalation procedures.
Good knowledge of ITIL processes - certification is a plus