Must Have Technical/Functional Skills
Functional Skills
oStrong experience in IT service delivery management (L2/L3 support environments)
oExpertise in ITIL processes (Incident, Problem, Change, Release, Service Request)
oExperience managing global delivery models (onsite/offshore)
Technical Skills
oFamiliarity with ServiceNow for ITSM operations
oUnderstanding of application lifecycle management, deployments, and integrations
Soft Skills
oStrong stakeholder management and communication skills
oLeadership experience managing cross-functional teams
oProblem-solving, escalation handling, and decision-making capabilities
Roles & Responsibilities
1. Service Delivery & Governance
•Own and manage end-to-end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes
•Ensure delivery adherence to agreed scope, service models, and contractual obligations
•Act as the single point of accountability for service performance and delivery outcomes
2. Operational Management
•Lead day-to-day support operations including:
oIncident triaging and resolution based on priority and business impact
oService request fulfillment through ServiceNow (RITMs, access provisioning, migrations)
oDeployment and migration of Tulip applications across environments
oEnsure seamless 24x7 support coverage and operational continuity for production systems
3. SLA & Performance Management
oMonitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
oDrive operational excellence through trend analysis of tickets, backlog management, and service improvements
oPrepare and present periodic service performance reports (e.g., Monthly Service Reports)
4. Stakeholder & Customer Engagement
oServe as the primary interface between business stakeholders, platform teams, and delivery teams
oLead governance forums, service reviews, and executive communication cadences
oAlign service delivery priorities with business objectives and roadmap initiatives
5. Incident, Escalation & Risk Management
oOwn and manage critical incident escalations, ensuring timely resolution and communication
oIdentify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts
oCollaborate with program management and enterprise teams to resolve complex issues
6. Resource & Capacity Planning
oPlan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements
oManage onsite-offshore delivery model and ensure appropriate coverage across business hours
oDrive team onboarding, training, and capability development
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7. Continuous Improvement & Automation
oIdentify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing)
oDrive initiatives for proactive monitoring, self-service, and self-healing capabilities
oEnhance service delivery through SOP standardization and workflow improvements
8. Compliance & Quality Assurance
oEnsure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards
oSupport audit and inspection readiness through documentation, traceability, and process controls
oMaintain quality standards across all service delivery activities
9. Transformation & Innovation
oLead transformation initiatives aligned with digital strategy and Tower-X operating model
oSupport expansion of Tulip platform capabilities, integrations, and global rollouts
oIdentify and drive innovation opportunities to improve efficiency and business outcomes
11. Communication & Reporting
oProvide structured communication including:
Daily/weekly operational updates
Monthly and quarterly service reviews
Executive summaries and governance reporting
oEnsure transparent communication during incidents, outages, and major changes
Generic Managerial Skills, If any
Resource should be quick learner and self-driven; capable of working with client partners to meet
strategic Objectives
· Resource must be able to identify, mentor and hone talent to build leaders from within a team.
Salary Range: $110,000- $120,000 a year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
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