Application Support and Maintenance (ASM) Team Lead

Tata Consultancy Services; Londrina; On-site; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental, and life insurance

Meal and transportation vouchers

Childcare assistance

Gym pass

24/7 support through TCS Cares

Job summary

Tata Consultancy Services Limited is seeking an Application Support and Maintenance (ASM) Team Lead to drive day-to-day operations, restore incidents, and ensure service stability. You will coordinate across multiple vendors and collaborate with IT and business teams to optimize delivery from Londrina, Brazil.

The role requires strong leadership, incident/problem/change/RCA management, and experience with SAP, Oracle, and Microsoft.

Qualifications

• Experience leading and directing IT solution delivery and Application Support functions.
• Strong experience in incident, problem, change, and RCA management.
• Experience with multiple vendors and enterprise product providers such as SAP, Oracle, and Microsoft.

Responsibilities

• Provide daily work direction to Application Support staff and serve as the primary escalation point.
• Ensure systems remain stable, available, and aligned with customer expectations.
• Lead incident and change prioritization discussions with business and IT capability teams.
• Manage multi-vendor relationships and promote high-performing vendor delivery.
• Collaborate with IT functions to support service success and operational excellence.
• Drive productivity improvements, preventive maintenance, and continuous optimization for ASM.
• Lead and provide day-to-day direction for ASM teams.
• Review ticket inflow and ageing across applications and portfolios.
• Track cross-vendor and multi-capability incidents and RCA outcomes.
• Provide technical guidance to ASM teams for incident restoration.
• Engage SAP, Oracle, and Microsoft for RCA and restoration, conduct weekly reviews.
• Review, consolidate, and present monthly delivery and service metrics.
• Perform code reviews for ASM changes and ensure stability assessments and KEDB entries.

Skills

Leadership

Incident management

Problem management

Change management

RCA management

Vendor management

Code review

SDLC controls

Stakeholder management

Communication

Education

Degree in Computer Science/IT

Tools

SAP

Oracle

Microsoft

Job description

TCS is seeking an Application Support and Maintenance (ASM) Team Lead to lead day-to-day application support operations, drive incident restoration and service stability, coordinate multi-vendor delivery, and strengthen collaboration between IT and business teams.

Key Responsibilities:

• Provide daily work direction to Application Support staff and serve as the primary escalation point.
• Ensure supported IT systems and platforms remain stable, available, and aligned with customer expectations.
• Lead incident and change prioritization discussions with business and IT capability teams.
• Manage multi-vendor relationships and promote high-performing vendor delivery.
• Collaborate with other IT functions to support overall service success and operational excellence.
• Drive productivity improvements, preventive maintenance, and continuous optimization initiatives for Application Support and Maintenance.
• Perform selected operational tasks of the team when needed and carry out other assigned duties.
• Lead and provide day-to-day direction for Application Support teams.
• Review ticket inflow across applications and portfolios, including open-ticket status and ageing.
• Track and review cross-vendor and multi-capability incidents.
• Provide technical guidance to ASM teams for incident restoration when required.
• Engage product vendors, including SAP, Oracle, and Microsoft, for incident restoration and Root Cause Analysis (RCA).
• Conduct weekly RCA and open-ticket review meetings with product vendors and ASM teams.
• Review, consolidate, and present monthly delivery and service performance metrics.
• Perform code reviews for ASM major and minor change requests.
• Coordinate completion of stability assessments, knowledge documents, Known Error Database (KEDB) entries, and related operational documentation.
• Identify and drive improvements in Service Level Agreement (SLA) performance.

Required Skills & Qualifications:

• Experience leading and directing IT solution delivery and Application Support functions.
• Strong experience in incident, problem, change, and RCA management.
• Experience working with multiple vendors and enterprise product providers such as SAP, Oracle, and Microsoft.
• Experience with code review, release readiness, installation-package review, and SDLC controls.
• Strong leadership, stakeholder management, analytical, communication, and problem-solving skills.
• Preferred certifications or knowledge: ITIL, PMI, SDLC, and relevant technology certifications.
• Preferred education: degree in Computer Science, Business Finance, Information Technology, or a related field.

Location: Londrina, Brazil

Work Model: Onsite

Well-being & Benefits

Health, dental, and life insurance, meal and transportation vouchers, childcare assistance, Gym pass, and 24/7 support through TCS Cares, including psychological, legal, social, and financial assistance. Access to cultural, wellness, and recreational programs through the TCS-SESC partnership.

Learning & Career Development

Global career opportunities through access to the latest technologies, world-class learning platforms, professional certifications, and mentorship programs designed to accelerate growth and future-ready skills.

Tata Consultancy Services is an equal opportunity employer. Our commitment to diversity and inclusion drives us to provide equal opportunities to all candidates who meet our required knowledge and competency needs, regardless of socio-economic background, race, colour, national origin, religion, sex, gender identity, age, marital status, disability, sexual orientation, or any other characteristic.

RGS: 10961003