Salesforce E2 Support Lead

Tata Consultancy Services; Oakland (CA); On-site; USD 130,000 - 140,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage: Health

Family Support: Maternal & Parental Le

Job summary

Tata Consultancy Services Limited in Oakland, CA seeks a capable Manager to lead a blue-chip support team in an onsite-offshore 24x7 model. You will oversee MyAccount AMS support, drive service excellence, and mentor staff while ensuring SLA compliance.

The role emphasizes stakeholder communication, governance, and continuous process improvements, with opportunities to leverage AI for productivity gains and lead high-priority incident war rooms to timely resolution.

Qualifications

• Has experience managing teams in a 24x7 onsite-offshore environment.
• Strong English communication skills.

Responsibilities

• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure knowledge transition and setup of support for MyAccount.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through stakeholder communication, governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
• Publish daily, weekly, and monthly service performance reports.
• Lead the MyAccount AMS support function overseeing incident and service request management.

Skills

Team management

English proficiency

Shift work

24x7 support experience

Job description

• Able to manage team effectively in an onsite-offshore 24x7 model.
• Ensure successful knowledge transition and setup of support for MyAccount.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
• Apply strong ITIL and ITSM practices to support operations and publish daily, weekly, and monthly service performance reports.
• Lead the MyAccount AMS support function by overseeing incident and service request management.
• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.

Generic Managerial Skills, If any

• Good command over English
• Ability to work in shifts
• Ability to work in 24x7 support environment

Salary Range: $130,000 - $140,000 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 & amp; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.