Escalation Manager (Support Staff)

Tata Consultancy Services; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services in Chennai is seeking a Support Staff role focusing on Team Manager and Operations governance to ensure excellence in service desk operations across IT and cloud services.

Responsibilities include managing case flow, coaching teams, delivering training, and driving continuous improvement with strong emphasis on metrics and governance. The role requires excellent English communication and experience in managed services environments.

Qualifications

• Strong understanding of Service operations and metrics.
• Experience with case management systems and dashboards.
• Analytical and reporting capabilities.
• Stakeholder and communication skills.
• Ability to drive process adherence and continuous improvement.

Responsibilities

• Monitor case flow, quality, adherence, and SLA/SLO compliance.
• Perform quality audits and provide structured feedback to agents.
• Manage realtime queue performance and workforce adherence.
• Deliver onboarding and ongoing technical/nontechnical training.
• Support performance management, coaching, and reporting.
• Analyze operational data to identify trends and improvement areas.
• Act as escalation points for operational or process issues.
• Ensure compliance with defined processes, policies, and governance standards.

Skills

Service operations

Case dashboards

Analytics

Stakeholder comms

Process improvement

Job description

Role Title: Support Staff (Team Manager / Ops Manager/Escalation Manager)
Service Line: Managed Services
Role Type: NonAgent / Operations & Governance
Shift: As per role (24x7 for Opscritical roles)
Location: Chennai/Gandhinagar India

Role Summary

Support Staff roles ensure operational excellence, governance, quality, workforce adherence, training, and performance management across Service Desk operations supporting GCP, GWS, and Billing services.

Key Responsibilities (Role Dependent)

• Monitor case flow, quality, adherence, and SLA/SLO compliance
• Perform quality audits and provide structured feedback to agents
• Manage realtime queue performance and workforce adherence
• Deliver onboarding and ongoing technical/nontechnical training
• Support performance management, coaching, and reporting
• Analyze operational data to identify trends and improvement areas
• Act as escalation points for operational or process issues
• Ensure compliance with defined processes, policies, and governance standards

Required Skills & Competencies

• Strong understanding of Service operations and metrics
• Experience with case management systems and dashboards
• Analytical and reporting capabilities
• Stakeholder and communication skills
• Ability to drive process adherence and continuous improvement

Experience & Qualifications

• 412 years of relevant experience (depending on role: Team Manager / Ops Manager/Escalation Manager)
• Experience supporting IT / Cloud / Managed Services environments
• Google Cloud certification preferred for leadership roles
• Strong English communication skills