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    Team Leader - Cheltenham, Gloucestershire, United Kingdom - Cognizant

    Cognizant
    Cognizant Cheltenham, Gloucestershire, United Kingdom

    3 weeks ago

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    Description
    Cognizant Digital Engineering

    Within Cognizant Digital Engineering, we help clients develop software products that transform human insights into tangible, production-ready digital solutions.

    Using insights from the lived experiences of our consumers, we seamlessly replace traditional service strategies with engaging, precise, and direct digital applications.

    Designing phenomenal software is vital to success in the digital economy—and we understand that a human-centric approach is key to this design.

    By joining as an Application Support Lead, you will be responsible for overseeing the L2 support of multiple Ecommerce web applications, ranging from frontend to middleware, and extending to order management modules.

    You will also be responsible for providing L2 support for applications built on ReactJS, Azure API Management (APIM), and CommerceTools, ensuring seamless functionality and user satisfaction.

    The role entails monitoring and promptly resolving incidents within SLAs, maintaining communication with customers and business users, and overseeing the offshore team supporting these applications.


    Onsite Support Leadership :

    Serve as the primary point of contact for L2 support of ReactJS, APIM, and CommerceTools-based applications, leading a team to deliver exceptional support services.


    Incident Management :

    Proficiently track and manage incidents using Service Now while leveraging tools like JIRA and Confluence to streamline processes and documentation.


    Technical Expertise :

    Demonstrate a deep understanding of ReactJS for debugging frontend websites, along with comprehensive knowledge of Azure API Management and e-Commerce tools, enabling effective support and troubleshooting.


    Issue Resolution :

    Resolve L2 level issues encompassing frontend (ReactJS) websites, APIM interfaces facilitating communication between frontend and e-commerce tools for managing order and product information.


    Triage and Escalation:
    Utilize analytical skills to triage issues, determining when to escalate to L3 support or engage appropriate stakeholders for resolution


    Stakeholder Management :
    Maintain effective communication with customers and business users, ensuring transparency and alignment throughout the support process


    Offshore Team Management :
    Manage and coordinate offshore support teams, fostering collaboration and ensuring alignment with support objectives and priorities.
    Proficiency in ReactJS for frontend debugging and troubleshooting.
    Experience in e-Commerce tools like CommerceTools for effective support and maintenance.
    Knowledge in Azure API Management
    Proficiency in incident management tools such as Service Now, JIRA, and Confluence for streamlined issue tracking and resolution.
    Experience with Postman for testing and debugging REST APIs.
    Strong browser debugging skills for identifying and resolving frontend issues efficiently.
    Career Progression
    A career in one of the largest and fastest growing IT services providers worldwide


    • A comprehensive training programme
    • Personal development in hard and soft skills

    Join our team and contribute to the seamless functioning of critical web applications, delivering exceptional support to our customers and driving continuous improvement in our support processes.

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