Shop Floor IT Support & Incident Manager

Tata Consultancy Services; Mirabel; On-site; CAD 52,000 - 70,000; Full time

Job summary

Tata Consultancy Services (TCS) is seeking a service desk professional in Mirabel, QC to monitor incidents, coordinate with stakeholders, and ensure SLA-driven delivery. The role involves knowledge sharing, issue resolution, and collaboration across cross-functional teams in a dynamic IT environment.

Bonus skills include fluency in French, experience with ServiceNow, and flexibility for shift work and on-call support to meet client needs.

Qualifications

• Experience with knowledge sharing, issue resolution and knowledge transition.
• Stakeholder management with regular updates and operational reporting.
• Triaging issues and coordinating with cross-functional teams for timely resolution.
• Familiarity with IT service management processes (Incident, Change, Capacity, Problem).
• Ability to maintain SLA compliance and ensure delivery quality.
• Willingness to work in shifts; on-call support when needed.
• Fluent in French and proficient in client communications.

Responsibilities

• Handle day-to-day incident monitoring and resolution (ServiceNow preferred).
• Coordinate communications between suppliers, OEMs, and IT stakeholders.
• Track and report progress to stakeholders and management.
• Adhere to service management processes and shift rotation plans.
• Collaborate with cross-functional teams for timely problem resolution.

Skills

Knowledge sharing

Issue resolution

Stakeholder management

Communication skills

On-call support

Shift work

Team coordination

French language

Tools

ServiceNow

Job description

Tata Consultancy Services (TCS) is seeking a service desk professional in Mirabel, QC to monitor incidents, coordinate with stakeholders, and ensure SLA-driven delivery. The role involves knowledge sharing, issue resolution, and collaboration across cross-functional teams in a dynamic IT environment.

Bonus skills include fluency in French, experience with ServiceNow, and flexibility for shift work and on-call support to meet client needs.