Must Have Technical/Functional Skills
- Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
- End-to-end Infrastructure Service Delivery Management
- ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management)
- ServiceNow ITSM and reporting
- Service Delivery Governance and Operations Management
- Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)
- Major Incident Management and Escalation Handling
- Service Level Agreement (SLA) and KPI Management
- Vendor and Stakeholder Management
- Transition and Transformation Management
- Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice) IT Operations Monitoring and Command Center Management
- Risk, Compliance, Audit, and Security Governance
- Cloud Platforms (Azure) and Hybrid Infrastructure
- Budget, Financial, and Resource Management
- Automation, Shift-Left, and Continuous Service Improvement (CSI)
Roles & Responsibilities
- Lead Service Delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
- Own service performance against SLAs, KPIs, and contractual commitments.
- Manage Incident, Problem, Change, and Request Management processes.
- Drive Major Incident resolution and executive communications.
- Establish operational governance with customers, vendors, and internal teams.
- Lead weekly, monthly, and quarterly service reviews.
- Identify and execute service improvement and automation opportunities.
- Ensure infrastructure availability, reliability, and performance.
- Manage customer escalations and drive timely resolution.
- Oversee resource planning, utilization, and capacity management.
- Support audits, compliance, security, and risk management initiatives.
- Drive transition, transformation, and modernization programs.
- Monitor service health, backlog, aging tickets, and operational metrics.
- Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.
- Lead peak season readiness, business continuity, and disaster recovery planning.
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: Aut& Home Insurance, Identity Theft Protection.
- Convenience & Professional Growth: Commuter Benefits & Certification & 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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Salary Range-$120,000-$150,000 a year
More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
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