Application Support and Maintenance (ASM) Team Lead

Tata Consultancy Services; Brasil; Sur place; BRL 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Health insurance

Life insurance

Learning portal access

International experience opportunity

Referral bonus program

Gems recognition program

Résumé du poste

Tata Consultancy Services is seeking an Application Support and Maintenance (ASM) Team Lead in Brazil to guide daily operations, mentor staff, and serve as the escalation point for IT incidents. You will drive triage, coordinate with vendors, and ensure service stability and delivery excellence across applications.

The role requires leadership of IT solution delivery, collaboration with senior stakeholders, and experience with SAP, Oracle, and Microsoft products.

Qualifications

• Experience leading IT solution delivery and teams.
• Ability to interact with senior business and technical leadership.
• Degree in Computer Science, Business Finance, or related field; ITIL/PMI/SDLC certifications.

Responsabilités

• Provide daily work direction to staff and act as escalation point.
• Drive triage for high visibility incidents and coordinate with Business and IT.
• Lead cross vendor incidents and ensure timely incident restoration.
• Review performance metrics and ensure IT Application Support effectiveness.
• Collaborate with IT functions and translate business issues into technical requirements.

Connaissances

People leadership

IT solution delivery

Stakeholder management

Incident management

Formation

Bachelor's in Computer Science or related field

Outils

SAP

Oracle

Microsoft

Description du poste

Come to one of the biggest IT Services companies in the world!! Here you can transform your career!

Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for Application Support and Maintenance(ASM) Team Lead who wants to learn and transform their career.

Job Description

• Provide daily work direction to staff. Serve as an escalation point. Provide coaching, mentoring and feedback. May assist in the budgeting and forecasting process
• Drive triage for high visibility incidents and communicate updates to IT and Business teams. Take action to ensure IT systems and platforms supported are stable and available
• Drive Incident Prioritization meetings with Business and IT Capabilities. Leverage multi-vendor relationships and ensure high performing vendor deliveries
• Collaborate with and actively support other IT functions to ensure overall IT success. Understand IT industry best practices and standards to ensure continuous optimization of IT Support effectiveness. Ensure overall success of IT Application Support and meet customer expectations. Comply with process and control requirements
• Drive productivity improvement programs and preventive maintenance initiatives related to Application Support & Maintenance
• May perform some of the daily tasks of the team. Other duties as assigned

Detailed Roles and Responsibilities

• Lead/provide day to day direction for Application Support teams
• Review tickets inflow for applications in each portfolio
• Cross vendor[multi capability] incidents tracking and review
• Provide Technical guidance to ASM teams for Incident Restoration on need basis
• Engage with Product Vendors(SAP, Oracle, Microsoft etc) for Incident restoration and RCA
• Review meetings[Weekly RCA, Open tickets] with product vendor and ASM teams
• IT Incident and Change Prioritization working with Business teams
• Review and Present Monthly delivery metrics
• Maintain the collaboration process between IT and Business
• Translate business reported issues/changes to technical requirements or problem statement to help with issues resolution
• Drive triage for high visibility incidents and communicate updates to ATA leadership -IT and AZL Business
• Perform Code review for ASM Major and Minor change requests
• Review/Signoff Install packets and steps for ASM releases
• Actively Participate in Command Center meetings
• Coordinate the completion of Stability Assessment , Knoweledge document , KEDB etc
• Collate and complete monthly Service Delivery reports
• Participate in Incident / Problem / RCA management meetings
• Identify and drive improvements for SLA performance
• Lead productivity improvement programs and preventive maintenance initiatives related to Support & Operations

Qualifications

• Experience required: Leading and directing IT solution delivery
• Experience preferred: Demonstrated ability to lead technical projects and functions; ability to interact with senior business and technical leadership
• Degree preferred: degree in Computer Science, Business Finance, or other related field
• Licenses, Certifications, Other: Technology Certifications, Business Experience, ITIL, PMI, SDLC

What do we offer?

• Health insurance
• Life insurance
• Total Pass
• TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal – Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire
• TCS Gems – Recognition for performance
• Xcelerate – Free Mentoring Career Platform

At TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!