Technical Team Lead - Database Operations (Google Cloud Platform)

Tata Consultancy Services; Chennai District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Tata Consultancy Services is seeking a Lead Operations Manager to oversee database support operations in Chennai. The role focuses on ensuring high-quality service delivery, monitoring queues, and driving continuous improvement across incident and service management processes.

The ideal candidate will have 6–8 years in technical support or service operations, with proven leadership, strong analytics, and experience with cloud environments such as GCP.

Qualifications

• 6 to 8 years of experience in Technical Support or Service Operations.
• Experience leading support teams and managing workloads.
• Strong knowledge of SLA/SLO management and incident handling.
• Exposure to Google Cloud Platform (GCP) or cloud support preferred.
• Experience with case management systems, ticketing tools, and dashboards.

Responsibilities

• Lead and manage database support operations to ensure high-quality service.
• Monitor case queues, workload distribution, and team performance to meet SLA/SLO commitments.
• Perform quality reviews and audits, providing coaching and feedback to team members.
• Drive incident, escalation, and service management processes across the support organization.
• Analyze operational metrics, dashboards, and reports to identify trends, risks, and improvements.
• Manage real-time queue performance, workforce adherence, and resource utilization.
• Act as primary escalation point for critical customer, operational, and process-related issues.
• Deliver onboarding programs, technical training, and continuous learning initiatives for support teams.
• Collaborate with stakeholders to improve service quality, customer satisfaction, and operational efficiency.
• Ensure compliance with organizational processes, governance standards, and support best practices.
• Drive process improvement initiatives through data analysis and operational insights.
• Support performance management, career development, mentoring, and team engagement activities.

Skills

Stakeholder management

Communication

Analytical skills

Leadership

Data-driven decision making

Education

Bachelor's degree in Engineering

Tools

Ticketing tools

Case management systems

Operational dashboards

Job description

• Lead and manage database support operations, ensuring high-quality service delivery and operational excellence.
• Monitor case queues, workload distribution, and team performance to meet SLA/SLO commitments.
• Perform quality reviews and audits, providing coaching and structured feedback to team members.
• Drive incident, escalation, and service management processes across the support organization.
• Analyze operational metrics, dashboards, and reports to identify trends, risks, and improvement opportunities.
• Manage real-time queue performance, workforce adherence, and resource utilization.
• Act as the primary escalation point for critical customer, operational, and process-related issues.
• Deliver onboarding programs, technical training, and continuous learning initiatives for support teams.
• Collaborate with stakeholders to improve service quality, customer satisfaction, and operational efficiency.
• Ensure compliance with organizational processes, governance standards, and support best practices.
• Drive process improvement initiatives through data analysis and operational insights.
• Support performance management, career development, mentoring, and team engagement activities.

Preferred candidate profile

• 6to 8 years of experience in Technical Support, Service Operations, Managed Services, or Database Operations.
• Prior experience leading support teams, managing workloads, and driving operational excellence.
• Basic understanding of Database technologies and cloud-based support environments.
• Strong knowledge of SLA/SLO management, incident management, and escalation handling.
• Experience with case management systems, ticketing tools, and operational dashboards.
• Strong analytical, reporting, and data-driven decision-making skills.
• Experience in quality audits, queue management, workforce adherence, and performance monitoring.
• Excellent stakeholder management, communication, and customer-facing skills.
• Experience coaching, mentoring, and developing high-performing teams.
• Ability to drive process improvements, operational governance, and continuous improvement initiatives
• Bachelors degree in Engineering or equivalent qualification.
• Exposure to Google Cloud Platform (GCP) or cloud support operations is preferred.