DSS Site Lead

Tata Consultancy Services; Liberty (NC); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Family Leaves

Insurance Options

Commuter Benefits

Training Reimbursement

Holidays & PTO

401K & Bonus

Job summary

Tata Consultancy Services is seeking a Site Lead to command on-site operations for a TMNA site, overseeing DSS technicians and ensuring stable production and customer experience. The role blends hands-on technical leadership with people leadership and strict operational discipline.

The successful candidate will act as the onsite IT business partner, coordinate with site leadership, and manage incident responses, daily standups, and staff development.

Qualifications

• Balance of hands-on technical leadership and people leadership
• Ability to lead onsite L2/L3 DSS Technicians
• Training, onboarding, and development of onsite technicians
• Proactive communication with onsite technicians and leadership
• Set standards for behaviour and leadership on site

Responsibilities

• Physically fit to walk through large areas
• Work after hours and weekends as needed by customer
• SPOC for TMNA Site Manager and IT on-site partner
• Maintain friendly relationships with TMNA Users and TMNA Managers
• Manage DSS site team and conduct daily standups
• Oversee day-to-day site operations and task assignments
• Handle shift schedules, leaves, overtime, training needs
• Assist onboarding and mentoring new L2 employees
• Take ownership of critical incidents and coordinate until resolution

Skills

Technical leadership

People leadership

Operational discipline

Onsite leadership

Team management

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Job Description

Must Have Technical/Functional Skills

The Site Lead is a critical working leader role responsible for stable site operations, technician performance, and disciplined execution of standard work in support of production stability, safety, and customer experience.

This role requires a balance of hands on technical leadership, people leadership, and operational discipline. The Site Lead is expected to actively lead the team at the onsite, not manage remotely.

• Ownership of Site day-to-day operations and performance.
• Technical leadership and Incident oversight
• Site Lead is responsible for leading onsite L2 and L3 DSS Technicians
• Training, Onboarding, and Development of onsite Technicians
• Communication with onsite Technicians and onsite leadership
• Set standards for behaviour and leadership

Roles & Responsibilities

• Physically fit to walk through large areas.
• Ability to work after hours and weekends if necessary or required by the customer.
• Knowledge of using ServiceNow as the ticketing tool.
• SPOC for TMNA Site Manager, act as an IT business partner on site and collaborate with site leadership and other local stakeholders.
• Maintain a friendly relationship with TMNA Users and TMNA Managers
• Responsible for managing the DSS team at the site; conduct Daily Standups
• Manage day-to-day operations in the Site
• Manage work assignment to the DSS site team
• Manage people tasks including (Shift Schedule, Leaves management, Overtime Management, Training Requirement etc)
• Assist with on-boarding, training and mentoring new L2 employees
• Take ownership of critical incidents and service failures, coordinate with relevant stakeholders until resolution or service restoration

1st level of escalation contact

Salary Range- $80,000-$85,000 Per Annum

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.

Qualifications

BACHELOR OF COMPUTER SCIENCE