Production Support Lead — AI-Driven Incident & Observability

Tata Consultancy Services; Canada; On-site; CAD 90,000 - 100,000; Full time

Job summary

Tata Consultancy Services Canada Inc. is hiring for an Incident and Problem Management role focused on production applications in Canada. The position emphasizes leading incidents, coordinating resolutions, mentoring support teams, and delivering executive dashboards.

You will design Grafana dashboards, implement monitoring and alerting, and drive service improvements with automation. Strong stakeholder communication and ITIL expertise are essential for success in this client-facing role.

Qualifications

• Strong experience in Incident Management, Problem Management, and ITIL processes.
• Proven experience leading and managing support teams.
• Hands-on expertise with Grafana monitoring, alerting, and dashboard creation.
• Strong reporting, analytics, and executive dashboard development capabilities.
• Excellent stakeholder management and client-facing communication skills.
• Experience in operational excellence, process optimization, and automation initiatives.
• Strong crisis management and decision-making abilities.

Responsibilities

• Lead Incident Management and Problem Management for critical production applications.
• Coordinate major incidents, facilitate bridge calls, drive resolution, communicate with stakeholders.
• Mentor and guide production support teams to ensure accountability.
• Own operational reporting, KPI tracking, SLA monitoring, and executive dashboards.
• Design, develop, and maintain Grafana dashboards, monitoring solutions, and alerting frameworks.
• Drive proactive service improvements and implement best practices.
• Lead operational governance meetings and maintain client relationships.
• Provide support during critical production incidents and outages.
• Promote AI-driven automation to improve support efficiency and reduce manual effort.
• Ensure production stability, reliability, and continuous service improvement.

Skills

Incident Management

Problem Management

ITIL processes

Grafana monitoring

Dashboard creation

Executive reporting

Stakeholder management

Crisis management

Automation initiatives

Operational excellence

Tools

Grafana

ServiceNow

Cloud platforms (Azure/AWS/GCP)

Job description

Tata Consultancy Services Canada Inc. is hiring for an Incident and Problem Management role focused on production applications in Canada. The position emphasizes leading incidents, coordinating resolutions, mentoring support teams, and delivering executive dashboards.

You will design Grafana dashboards, implement monitoring and alerting, and drive service improvements with automation. Strong stakeholder communication and ITIL expertise are essential for success in this client-facing role.