DGM-IOA Delivery

Cognizant

Website: cognizant.com
Job details:
Job Summary

The Deputy General Manager is responsible for end-to-end delivery across multiple client engagements, ensuring adherence to SLAs and acting as a trusted partner through effective communication and leadership

Location - Chennai

Shifts - Should be flexible on nit shifts .

Education- Bachelor’s or Master’s degree in IT, Computer Science, or a related technical discipline

Must Have

• Media/OTT domain knowledge and background
• Technically sound in video/OTT workflows – ingestion, transcoding, ABR, media metadata, media distribution, CDN, etc
  
  

Core Competencies

• Proven ability to independently manage outsourced operations in incident management, UX testing, and application support
• Strong knowledge of L1/L2 troubleshooting and support processes
• Experience handling backend technical support including application maintenance, web technologies, system administration, log analysis and data analysis
• Hands-on experience with Web Services
• Working knowledge of Splunk, REST APIs and managing backend application support
• Expertise in ITIL processes and Customer Incident Management
• Experience using monitoring tools such as Grafana, DataDog, or Splunk, Mux, TAG is preferable
  
  

Strong analytical, conceptual, and strategic thinking abilities

Job Responsibility

• Lead and manage teams to ensure seamless project delivery
• Maintain strong collaboration with client engineering teams for quick issue resolution
• Act as the primary escalation point and maintain a positive customer relationship
• Ensure strict adherence to SLAs and operational metrics
• Oversee task allocation across teams based on client requirements
• Manage and streamline escalations to L3 teams
• Track deliverables, milestones, and provide periodic client updates
• Drive hiring, maintain an optimal team structure, and manage attrition
• Work flexibly across US / EU / India time zones as needed
• Support planning, resourcing, and ramp-up for new projects

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