Application Support Lead

Tata Consultancy Services; New York (NY); On-site; USD 110,000 - 120,000; Full time

Job summary

Tata Consultancy Services Limited in New York City is seeking a Lead to oversee L1-L3 support operations, drive production governance and ensure rapid incident response. You will own major incidents, perform RCA, maintain runbooks and release-readiness checks, and coordinate with offshore teams to deliver reliable, compliant services.

Onsite coordination with stakeholders and shift readiness are essential for success.

Qualifications

• Incident management and production governance capabilities.
• Experience with L1/L2/L3 support operations and runbooks.

Responsibilities

• Lead L1/L2/L3 support operations and production governance.
• Own major incidents, RCA, problem elimination and service restoration.
• Maintain runbooks, operational controls and release-readiness checks.
• Coordinate customer stakeholders and offshore support teams.

Skills

Incident Management

Education

Bachelor of Computer Science

Job description

Must Have Technical/Functional Skills

• Application operations, incident/problem/service request management
• Production monitoring, stabilization, runbooks, RCA and release support
• SLA/KPI governance and managed-services delivery
• Onsite coordination, customer communication and shift/on-call readiness

Roles & Responsibilities

• Lead L1/L2/L3 support operations and production governance
• Own major incidents, RCA, problem elimination and service restoration
• Maintain runbooks, operational controls and release-readiness checks
• Coordinate customer stakeholders and offshore support teams

In addition Support lead should be able to do the following

• 1. Able to work in shifts.
• 2. Play the role of onsite co-Ordinator for offshore
• 3. Able to conduct RCA and provide and Implement solutions as part of L2/L3 Support

Generic Managerial Skills, If any

Customer-facing communication and concise executive reporting Onsite-offshore coordination across distributed teams Structured ownership, prioritization, risk escalation and collaboration Ability to work independently while following enterprise governance and security standards

Salary Range: $110,000-$120,000 a year

TCS Employee Benefits Summary:

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

new york city, NY

Function

TECHNOLOGY

Role

Lead

ID

437623

Skills

Incident Management

Salary Range

$110,000 - $120,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE