Application Support and Maintenance(ASM) Team Lead

Tata Consultancy Services Limited; Londrina; On-site; BRL 180,000 - 260,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Meal vouchers

Transportation vouchers

Childcare assistance

Gympass

24/7 support via TCS Cares

Job summary

Tata Consultancy Services Limited is seeking an Application Support and Maintenance (ASM) Team Lead to manage daily operations, incident resolution, and continuous improvement for enterprise software applications. Onsite work model with comprehensive health and welfare benefits is provided.

The role involves guiding ASM teams, coordinating cross-vendor incidents, and presenting monthly delivery metrics to senior IT leadership.

Qualifications

• Leading and directing IT solution delivery.
• Ability to interact with senior business and technical leadership.
• Degree in Computer Science, Business Finance, or related field preferred.

Responsibilities

• Lead and direct Application Support teams on a day-to-day basis.
• Coordinate incident restoration with vendors (SAP, Oracle, Microsoft).
• Review and present monthly delivery metrics to IT leadership and business stakeholders.
• Drive improvements for SLA performance and preventive maintenance in Support & Operations.
• Review/install packets and sign off ASM releases; participate in Command Center meetings.

Skills

Technical leadership

ITIL knowledge

Stakeholder communication

Incident management

Education

Bachelor's degree in CS / related field

Tools

ITIL framework

PM Tools

Job description

We are looking for Application Support and Maintenance (ASM) Team Lead who wants to manage day-to-day operations, incident resolution, and continuous improvement for enterprise software applications.

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 relevant IT leadership and business stakeholders
• 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, Knowledge 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

Work Model

Onsite

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

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