- Entry level
- No Education
- Salary to negotiate
- El Segundo
Cognizant is hiring for “
Field services Lead
”. Interested candidates who are willing to relocate within the USA can apply. Relocation assistance will be provided
: “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.”
Act as the central liaison for all transition and desk-side delivery activities
Transition Desk-side services from external customers and/or Incumbents for Service being delivered by the desk-side track
Subject matter expert on End User Computing, Field Services and Third Party Partner Management
Analysis of Service provisioning and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements
Creation and review of required SLA's, KPI's, Service Credit Penalties
Create Process Document of current service for the customer and Partner
Re-Design of current Service as per the new requirements
Manage Risks, Issues and action logs and obtain customer sign offs
Manage regional resources and Team Leads assigned to Desk-side Delivery
Maintain team communications example team meetings and huddles
Mentoring SPOC/SME/Lead on the soft skills aspect of the call (initial stage)
Foundation training for new hires in the team
Regular refresher sessions for the agents & capturing impact
Focus on BQ agents – additional audits on soft skills aspect of the call
Regular calibration on quality among leads, SME, trainer/coach – 2/month
Publishing Weekly/Monthly/Quarterly performance reports
Responsible for Service Improvement/Transformation Initiatives
Proficiency Level *
* Proficiency Legends
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Employee Status :
Full Time Employee
Job Posting :
May 16 2019
Cognizant US Corporation is an Equal Opportunity Employer Minority/Female/Disability/Veteran. If you require accessibility assistance applying for open positions in the US, please send an email with your request to
Cognizant 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, a member of the Nasdaq-100, is ranked 195 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
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Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
About the company
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 100 development and delivery centers worldwide and approximately 221,700 employees as of December 31, 2015, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.