Tech shift Lead (Storage, Google, GCP, Gandhinagar)

Tata Consultancy Services; Chennai District; On-site; INR 600,000 - 900,000; Part time

Job summary

Tata Consultancy Services is seeking to strengthen its service operations with a focus on case management, dashboards, and performance analytics. The role emphasizes monitoring, auditing, training, and data-driven improvement to ensure adherence to SLA/SLOs and established governance.

Ideal candidates will excel in stakeholder communication, quality feedback, and driving continuous process improvements across the operation.

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 management systems

Analytics & reporting

Stakeholder communication

Process adherence & improvement

Job description

Job Description:

Essential Skills & Experience

• 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

• 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