**Job Summary** As a Team Manager-Ops you will be responsible for overseeing the operational aspects of our customer service and technical support teams. You will ensure that our systems are efficiently maintained and that our service desk operates smoothly. Your role will involve managing patching operations and scripting tasks ensuring that our POS software and hardware are up to date and functioning optimally. You will play a crucial role in enhancing customer satisfaction and operational efficiency. **Responsibilities** + Oversee the daily operations of the customer service and technical support teams to ensure high-quality service delivery. + Manage Windows Client OS patching and Oracle Application patching to maintain system integrity and security. + Utilize PowerShell scripting to automate routine tasks and improve operational efficiency. + Coordinate with the service desk to resolve technical issues related to KDS and POS software and hardware. + Ensure that all patching activities are completed within the scheduled timeframes to minimize downtime. + Provide technical guidance and support to team members to enhance their skills and performance. + Monitor and analyze service desk performance metrics to identify areas for improvement. + Collaborate with cross-functional teams to implement process improvements and enhance service delivery. + Develop and maintain documentation for patching processes and scripting tasks. + Ensure compliance with company policies and industry standards in all operational activities. + Facilitate training sessions for team members to keep them updated on the latest technologies and best practices. + Communicate effectively with stakeholders to provide updates on operational activities and performance. + Drive initiatives to improve customer satisfaction and operational efficiency. Qualifications + Possess strong technical skills in Windows Client OS patching and Oracle Application patching. + Demonstrate proficiency in PowerShell scripting and Windows PowerShell for automation tasks. + Have experience in managing service desk operations and resolving technical issues. + Exhibit excellent communication skills in English both written and spoken. + Show a strong understanding of POS software and hardware as well as KDS systems. + Display the ability to work effectively in a hybrid work model with a focus on day shifts. + Bring a minimum of 5 years and a maximum of 7 years of relevant experience in similar roles. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.