L1.5 Support Technician

Tata Consultancy Services; Kinston (NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Discretionary Incentive

Comprehensive Medical Coverage

Maternal & Parental Leaves

401K Plan

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services in North Carolina is recruiting for a role supporting IT operations on the production floor. You will monitor and resolve day-to-day incidents using ServiceNow, coordinate with IT and business users, and ensure SLA adherence.

The position requires willingness to work shifts and participate in on-call hours for emergencies. Experience with manufacturing IT endpoints, shop floor devices, and cross-functional collaboration is preferred.

Qualifications

• Experience with ITSM processes including Incident, Change, Capacity and Problem management.
• Proficient in ServiceNow for incident monitoring and resolution.
• Ability to manage stakeholders and communicate status and reports.

Responsibilities

• Day-to-day incident monitoring and resolution (ServiceNow preferred).
• Interact with IT & Business users on functional issues.
• Triaging issues and coordinating with cross-functional teams for timely resolution.
• Follow service management processes and maintain SLA levels.
• Adhere to shift rotation plan and operating model.
• Coordinate communications between suppliers, OEM, and IT stakeholders.
• Report progress to stakeholders; support during emergencies and extended shifts.
• Gemba Walk on shopfloor.

Skills

Incident management

Change management

Problem management

ServiceNow

SLA compliance

Stakeholder management

Shift work

Gemba Walk

Endpoint support

Education

Bachelor's degree in Computer Science

Tools

ITSM tools

Job description

• Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
• Stakeholder management, share regular updates and assist in preparing operational reports
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and business stakeholders for their particular area
• Tracks and report progress to stakeholders
• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
• Shift timings : Monday to Friday:Morning 7 AM to 7 PM. Will be limited to 8 hrs of working daily
• On-Call support beyond Office hours during emergency
• Extended Shift timings based on customer requirements during emergency
• Working with Manufacturing Customer will be an added advantage
• IT endpoint knowledge, applicable on production lines, plus endpoint support.Knowledge on Manufacturing Shop Floor systems, line side IT devices (Printers, Scanners, MRTs etc barcode scanners, barcode printers, smart devices) and touch points
• Day to day incident monitoring and resolution (Service Now preferred)
• Interaction with client (IT & Business users) on functional issues
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
• Tracks and report progress to stakeholders
• Willing to work in shifts, this is mandatory
• Gemba Walk in Shopfloor

Job Description

Must Have Technical/Functional Skills

• Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
• Stakeholder management, share regular updates and assist in preparing operational reports
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and business stakeholders for their particular area
• Tracks and report progress to stakeholders
• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
• Shift timings : Monday to Friday:Morning 7 AM to 7 PM. Will be limited to 8 hrs of working daily
• On-Call support beyond Office hours during emergency
• Extended Shift timings based on customer requirements during emergency
• Working with Manufacturing Customer will be an added advantage
• IT endpoint knowledge, applicable on production lines, plus endpoint support.Knowledge on Manufacturing Shop Floor systems, line side IT devices (Printers, Scanners, MRTs etc barcode scanners, barcode printers, smart devices) and touch points

Roles & Responsibilities

• Day to day incident monitoring and resolution (Service Now preferred)
• Interaction with client (IT & Business users) on functional issues
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
• Tracks and report progress to stakeholders
• Willing to work in shifts, this is mandatory
• Gemba Walk in Shopfloor

Generic Managerial Skills, If any

• Flexible
• Excellent communication skills

• Continuous learning attitude
• Team worker
• Meticulous

Base Salary Range : $50,000 to $70,000 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